the absolute worst customer support…
the absolute worst customer support I've ever experienced for a piece of tech. Poor shipping coordination and a frustrating new-owner experience I purchased the Bambu Lab X2D Print More Bundle, and the shipping communication and setup experience fell short of my expectations. This review is about that purchasing and customer-support experience, not the printer’s print quality. The printer arrived before the filament I ordered with it, leaving me with a new printer but without the materials from my order needed to start using it. When I contacted support, they explained that my order had been divided into three packages, shipped from different warehouses and handled by different carriers. They provided a tracking screenshot, but I was still facing approximately another week before the filament was expected to arrive. I understand that equipment and supplies may ship separately. What disappointed me was the disconnect between delivering the printer and delivering what I needed to use it. Customers should have a clear, item-by-item view of what is in each shipment, when it is expected, and whether essential supplies will arrive significantly later than the printer. That should be easy to understand without a support conversation. The representatives were polite, but the shipping discussion involved repeated apologies and reminders about the standard three-to-six-business-day shipping window. Support said they would submit a request to expedite the shipment, but I was not given a confirmed earlier delivery date during the conversation. Acknowledging my frustration was appreciated; it did not resolve the practical problem. There was also confusion over the bundle itself. When a second AMS 2 Pro arrived, I initially thought I had received an extra unit. Support confirmed that the bundle I purchased included two. To be clear, this was not an incorrect shipment—I had misunderstood the bundle description, particularly because “2” is also part of the product name “AMS 2 Pro.” A more obvious distinction between the model name and the number of units included would have helped. Getting everything set up then required another extended back-and-forth about the drying function, firmware, connecting both AMS units, and power requirements. Support did provide useful instructions, links, and screenshots, but I had to work through the questions individually rather than being directed to a complete setup guide for the exact bundle I purchased. Support also told me that operating both units’ drying functions simultaneously would require an additional power adapter. That is the kind of requirement I would have appreciated understanding when selecting the bundle. My overall disappointment is with how much effort it took to understand the deliveries and get the complete package set up. Bambu Lab could substantially improve the new-owner experience with clearer bundle descriptions, more transparent package-by-package tracking, upfront explanations of accessory requirements, and more proactive support. Delivering the hardware is only part of the experience—helping the customer get started matters too.