Why Customer Support MATTERS! - PrintFixFriday 142
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- Опубліковано 4 лип 2024
- In this week’s episode of #PrintFix Friday, we’ve got a special message for Bambu, who’s had several reports of shoddy customer service the last few days. PLUS a fail that’s too cool for how fast the printer is going, and another that’s too fast for how cool it’s printing! Check it out!
Have you had any issues with your Bambu Lab A1 Mini? Let us know in the comments!
Go check out the creators in this video:
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Cards:
Positron at RMRRF: • STICKY UPSIDE DOWN 3D ...
Positron Podcast Episode: ua-cam.com/users/livenYs2qGiarhY?...
Bambu 6 Month Review: • Bambu Lab X1C Long Ter...
Bambu Log Files: • What is Inside a Bambu...
Desposition Sound At RMRRF: • Audiophile 3D Printing...
Jaime Van Kessel Podcast Episode: ua-cam.com/users/live6zQfaZxhC0g
0:00 Intro
0:41 Curling Mid-Print: The edges of walls are curling up when the nozzle moves away from them.
2:39 Rough Magneto X Prints: An update to Magneto X printers caused some issues.
5:48 Bambu Customer Service Troubles: After the recall of the Bambu A1 a few months ago, customers are still having trouble getting a replacement.
12:01 Inner Wall Errors: @depositionsound is having some trouble with their slicer creating inner walls that cause bulges and jams.
15:39 Too Hot, Too Fast: A print came out looking strangely rough, but the solution was found pretty quickly.
17:22 Outro
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If you are high enough level in the CS industry you learn there are a few different models. One model is to provide real support, while a different model is to mitigate cost. Yet another model is to monetize support via part sales. Bambu obviously have not chosen to provide real support.
Great explanation. I'd agree here. I do believe they want to, but they simply aren't and haven't been
Bamboozled
I own an X1 carbon. Decided to use gun lubricant for the bearings. Lucas gun lubricant is magic for the bearings. It makes it extremely quiet and the print quality is amazing. I tend to do cold pulls about once a month and clean it just as often. The bed screws get white lithium grease every month as well and yeah haven't had problems. The cold plate is a discontinued product however and frankly, it scratches pretty easily. It isn't an issue on my prints but wish we could get more of them instead of having a dead accessory so quickly
That seems like a lot, but hey if it works..
@@3DMusketeers well that OCD comes from precision shooting and loading for it. It's a delicate balance of everything. You can't account for the carbon buildup in a barrel but you can account for a barrel that has nothing in it. Can't measure the precision of the printer if the printer isn't spotless
Narrow steep overhang can (will) flex down, when new material is extruded on it (there is non-zero force pushing against previous layer), and then it bounces back creating the curl. On next layer there is even less room for new material, the nozzle might even be pushing the curled overhang down before extrusion.
More cooling may help, but the main reason is "impossible geometry" and our expectations of what should work vs what will actually work
🤷
I love it you are the shield. Lmao. You are the only one can be seriously joking on this subject. As always great video and Bambu must have done something to get you on them thus hard. Also, Xfinity/Comcast must be included, a pinnacle example of “What NOT to do on customer service!”. Just make peace with Bambu, they will be a much bigger company than Prusa in next 5 years. :)
Nah, I won't be making peace until they issue a full retraction, fix their data collection policies, and fix their customer service.
See, company size doesn't mean anything to me, as frankly they prolly have more staff than Prusa now, but value for the consumer is not brought by just company size.
I work service desk on my day job, this experience with the support has really turned me away from Bambu.
I understand the challenges of getting a good support desk experience, but this is just frustrating.
Since I posted that tweet, we did get a response, and they will be replacing my entire printer instead of just sending me a print bed.
I personally don't have a Bambu but I do work in help desk. We usually respond within 15-30 minutes to a ticket working at an MSP so we have 600+ clients with their own amount of users. Users alone I'd say is maybe 15000+ so its not on the scale of bambu but even then, we are 4 people on help desk. Its absolutely insane that it takes 3+ weeks for even a reply.
@@Khoomn ah yes, I'm also on that MSP binge. I fully agree.
17:00 In Dominican Republic, specially in Santo Domingo, is always wet filament. We have 75-88 % RH when it's not raining for weeks.
same here LOL, Tampa, FL aint much drier!
Still nothing on the CPSC website about the Bambu Lab A1 recall.
interesting.. I wonder how well known it is to them?
@@3DMusketeers I'm pretty sure that a desktop 3D printer would fall under the legal definition of a consumer product, especially when it is sold in retailers like Micro Center.
The reason I had to replace my bed cable in KS machine is that it was too short and ultimately rubbed through, causing a short. The new one is far longer and hopefully the second machine I have has the longer wire in it so I won't have to go through that mess again.
14:48 I think these are speaker terminal covers that you use to screw down the speaker wire itself to the posts. Best guess.
Prusa should have the best support. They have been around for a gazillion years, and have had the time to develop their model.
Creality has been around similarly in terms of time, maybe 1 or 2 years less and has much worse, mind you, different price points on the lower end models, but the higher end ones have issues too
I wanted to upgrade to one of these new fancy super-fast, multi color printers earlier this year. My budget didn't allow me to get into the Core XY bambu printers, so the A1 looked amazing. When I started looking into which printer to get the issue with the A1 bed cable was already known. I reached out to a local distributor and they assured me I could buy it and keep using it safely. They told me they would be receiving the replacement parts and sending them to their customers as soon as they got them. I was so close to getting one. From what I read online I ended up getting the A1 mini instead. I was sad that I was losing some volume but now I am glad I went with the mini back then. I have other printers that can print larger volumes and the A1 mini has been great so far. I am pretty sure I would have been left on my own if I had picked the A1 now that they are telling you to not replace the part yourself.
Third week. Last week was just an update. 🙂
The more I watch your videos, the more I feel the need to buy a Prusa.
use our affiliate link if you do ;)
The last part on this model keeps failing on me. I keep getting layer shifts. It's driving me nuts. In single color prints the printer is flawless. The MMU3 itself is nearly flawless. The problem I believe is the purge block. The area where the color change happens is always the roughest spot on the block. And it's always at the same position too. It might alternate in a 5 color print, but with 3 colors typically no, it's using the same spot over and over again. For whatever reason the MMU3 is only available for the MK4 input shaping profile. I'd be happy to print at a slower speed. I can try doing it manually. With the MMU2 the MMU itself was the problem. I rarely had purge block issues. Just to be sure I'll print the belt tensioner. TBH I don't think the app gave me a reliable result. Also in this print I have the purge block rotated 90 degrees. It's relying on the Y axis to print and that's where the shift is. In other parts in it's default x-axis configuration the x-axis was where the shift was occurring. Also I'm printing with silk. I wonder if prusa tested that, but most of my prints are silk.
I had similar problems with the purge block. Try purging more in printer settings and also set the purge block to 3mm maximum gap and 125% gap between purge lines. Someone did even 200% gap to avoid this build up of blobs on the purge block, but this makes the block very big.
@@drstefankrank that's useful. Thanks. I cut the top off this model. I can print the bottom part mono color. So we'll see how this goes. If it fails again I'll try that.
@@awilliams1701 Also check the advanced settings on your filament for toolchange parameters and custom g-code. Mine were off from the current default. This can also lead to build up on the tower. I learned that today, after failed prints because of layer shifts from the wipe tower. So I checked all my custom filament settings for differences in these areas that I usually don't touch and reset all of them.
@@drstefankrank When I made my 0.07mm profile I reset EVERYTHING to the defaults. So that should be fine. This is going to finish. It had a layer shift, but unlike the others it's super minor and it didn't hit the dovetail joint. The other half I'm going to try 135%.
@@awilliams1701 I did 300% today, because I had the space for it. Doesn't need any more filament and after 6 hours, no build up, but a hole where it drooped down into the tower.
Whay does the creality bunch want $300 extra for a slightly bigggee K1? Important question of yhr year!
Vs what machine?
K1 Vs K1 max, sorry
the chube is an expensive goliath clone.
is it? Seems VERY different on the engineering side of it
Prusa support is just as bad as the rest! They just have lots of fan boys and shills that make sure support hell stories get buried. I still have a MK3 that never got fixed by them *had bad power supply and more form the start), had to upgrade and buy my own replacement part.
No company is ever perfect. I can say I've had a lot better time with Prusa support than I have with most others. It took five months to resolve an issue on my Anycubic Kobra 2 Max. Bambu has not been as slow as them, but they're definitely behind when it comes to time taken to resolve an issue.
Bambulab is fairly new compared to Prusa. I think its kinda unfair to compare ~3 yr old companies support compared to 12+ yr old company and expect same level of support.
@@bobbydigital9323 If you have the engineering staff to design a product, you have the engineering staff to train a customer support staff to help users maintain the product. Especially with the capital and connections that Bambu Lab has as a company. They have made a choice to 1) design printers to be disposable, 2) provide excellent support to their affiliated content creators for the purpose of clamping down on bad PR, and 3) provide as little support as possible to regular customers to drive additional parts and consumables sales.
As for Prusa support, the "shills" and "fanboys" out there certainly exist but not enough to maintain a massive conspiracy to cover up secretly-awful customer service. No company will get it right 100% of the time and it sucks to be the person that's on the receiving end of someone having a bad day, being new to the job, or who's convinced the problem is 100% user error. Still, their history of excellent customer support is well established and beats the pants off of any other 3D printer manufacturer in the hobbyist and prosumer markets.
And to head off any accusations that I've got Josef Prusa's hand up my nether regions: I'm overall very 'meh' on Prusa as a company myself. I get why their printers are so expensive but I don't have to like it, though my main gripe is how Prusa let the 3D printing market stagnate as much as they did from 2018 to 2022. They were happy to rest on their laurels while their reliability and customer support reputation differentiated the Mk3 from clone printers from Creality and others, then got caught with their pants completely down when Bambu Lab and other manufacturers started coming out with speedy printers that are loaded with convenience features and ever-improving multi-material capabilities. Then they rushed the releases of the Mk4 and XL to have *something* newer than the 2019-vintage Mini available for sale, releasing both printers somewhat half-baked and only fixing launch issues many months later.
Of course, Prusa CS is worse than the fanboys tend to say (and BL is less worse than they say, too). But you can’t expect much of a fair assessment from a Prusa shill channel. 🤷🏾♂️
LOL
?
@@3DMusketeers you have shown me
Not sure what, but I hope it was helpful?
@@3DMusketeers you helped me win $50, cuz i bet my buddy that was here with me earlier that if i replied ''LOL'' that u would reply to me and he said no way.....
oh, I always try and reply, it aint just you ;)
Go take the buddy out to dinner or something! That's an order! Share it :)