Bambu Lab sent me the wrong Vortek Upgrade part and has left my H2D unusable
Technically still a H2D post
I've been a huge supporter of Bambu Lab for a while now. Unfortunately, my latest experience has been incredibly disappointing.
I ordered the Vortek Upgrade as a birthday gift for myself. After two VERY HORRIBLE weeks at work I decided that I would take today off and geek it off. So I pulled my sleeves and started the installation . Partway through the process I opened the package that was supposed to contain the new Vortek Toolhead.
Instead...
They had shipped me a heating unit.
So now my printer is sitting half-disassembled on the table and I can't finish the upgrade, and I can't even put everything back together because the first step is de-registering the Serial Number of the printer which they did promptly.
I contacted support immediately. Since I live within driving distance of their UK warehouse in Lichfield, I even offered to drive there myself, hand over the incorrect part, and collect the correct toolhead. That would have solved the issue in a matter of hours.
The answer was a flat "absolutely not possible."
Instead, I'm expected to wait while they follow their normal returns process—even though this was entirely their mistake.
What frustrates me isn't just that they sent the wrong part. Mistakes happen.
It's that they've left a customer without a working printer for who knows how long because they're unwilling to make any exception to resolve it quickly. The fact that I even offered to save them courier costs and resolve the issue myself didn't seem to matter.
For a company that's built such a strong reputation for innovation, this level of customer service feels incredibly rigid and disappointing.
Has anyone else experienced something similar with Bambu Lab? Were you able to get them to expedite the replacement, or am I just stuck waiting while my H2D sits unusable because someone packed the wrong item?
I'm honestly expecting better from such an expensive part.
