Hello Danilo,
Thank you for reaching out to us. We appreciate the opportunity to address your concerns regarding the hotend clumping issue you experienced with your A1 printer.
After a comprehensive review of the information you provided, we have determined that the nozzle clumping was primarily caused by poor adhesion between the filament and the heatbed. This issue can often arise from the use of non-standard filaments, incorrect print parameters, or insufficient cleaning of the build plate. Furthermore, based on the photos you shared, it appears that the build plate in use was not the standard one included with the printer and showed signs of contamination, which likely contributed to the adhesion failure.
On September 4th, you requested a device replacement. However, after evaluating your printer's usage history, we confirmed that the device was fully functional at the time of purchase and remained operational for an extended period. Additionally, the printer logs indicate that the Nozzle Clumping Detection feature, designed to prevent such issues, was not enabled during this time. As your device is now outside the return/exchange window, we regret to inform you that we are unable to offer a replacement or return.
That said, we remain dedicated to supporting you under the product warranty. As previously communicated in our message on September 5th via support ticket US250828429001, we offer a professional inspection and repair service. If you believe the issue is related to a manufacturing defect, we encourage you to return the device to us. Our technical team will conduct the following:
A detailed log analysis
A comprehensive mechanical and electrical inspection
Necessary repairs in compliance with warranty terms
We have not yet received a response to our previous repair offer. Please let us know how you would like to proceed at your earliest convenience.
Thank you for your understanding. We look forward to assisting you further and ensuring your satisfaction.
Best,
Bambu Lab Team
www.bambulab.com
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