Dear Bambu Lab Customer,
Thanks for your update!
We apologize for the inconvenience and the time you have spent resolving this issue. Our R&D team suspects that the problem you encountered is related to an unstable extruder motor in your printer.
We are sorry it took so long to troubleshoot the issue. Although your printer is past the exchange period, we have decided to replace it for you.
To start the return and replacement process, please perform the following steps:
1. Please make sure to perform a Factory Reset for the printer to ensure your account is removed from the machine. You can do this from the printer menu under
Settings ->
General ->
Restore Factory Settings.
2. The printer needs to be re-packaged to include all accessories and items received with the machine. Please follow these steps to repackage the unit:
For X1 Carbon or P1 series:
https://wiki.bambulab.com/en/p1/manual/packing-p1p
Sending a few pictures of the printer being packaged can also allow us to confirm everything is in order and can be safely shipped.
3. When the printer is ready to be shipped, please let us know so we can issue the return shipping label and start the process.
When the printer is delivered to us, the contents of the package will be inspected by our team before we send the replacement.
Our DOA/Replacement policy requires the printer to be boxed and returned before a replacement can be sent.
We do offer an Advanced Replacement option which is actually a faster option than the Return/Replacement. For Advanced Replacement, we will send an invoice and deposit request for the full amount of a new printer. Once the deposit is provided, we will send the replacement. After you receive the replacement printer, use the packaging to prepare the original printer for return shipment and send us pictures of the package. Once we receive the packaging pictures, we will provide you with a return label. Once the original printer is received, we will provide a full refund of the deposit.
Please tell us what you're thinking, we look forward to your response and are here to help you.
Best regards,
Bambu Lab Support Team