Hi everyone, I’m looking for some advice on how to get past the automated responses from Tier 1 support, as they are currently refusing to honor EU warranty laws.
The situation: I recently received a replacement P2S printer via RMA. Unfortunately, out of the box, it has the exact same defect that caused the first one to be replaced. To be clear, this isn't the common, easily fixable first-layer issue some P2S users mention online. It's a severe, unfixable defect where the nozzle prints abnormally high, leaving massive gaps and making the printer completely unusable. Even the custom test files and procedures provided by Support failed to resolve it.
The issue with support: Since this is a replacement unit that arrived fundamentally broken, I requested a return under the EU Legal Guarantee of Conformity (Directive 2019/771). I even offered to take the refund as Store Credit so I could upgrade to a higher-tier Bambu Lab printer.
Instead of escalating the case, Tier 1 support keeps copy-pasting the exact same macro: "We are not able to offer return or replacement outside the respective 14 day and 30 day window". They are completely confusing a standard commercial "change of mind" return with a mandatory statutory warranty claim for a defective product.
When I formally asked them to escalate the ticket to a supervisor or the legal/RMA department, they outright refused, replying: "There is just nothing to add".
Has anyone else in the EU dealt with this wall from Tier 1? How did you manage to get your ticket reviewed by a real manager who understands consumer laws? I’m preparing an official EU ODR complaint, but I'd really prefer to just resolve this amicably.
If any Community Manager is around, I would highly appreciate someone taking a look. Ticket: US260112402002