Seems I have as well...not so much the printer as one of the new HT units. Bound to happen but the second AMS HT unit I received seems to have at least one defect. I've got an open support ticket as of yesterday on the issue, but for the sake of everyone here with BL products, I'll elaborate on the ticket thing a bit...
Seems the preferred channel of dealing with this is not calling customer support (you can't, really). you have to document the issue with photos, video and a description and file a support ticket via the BL website. Ok, not a big deal, I'd already done most of the work assuming they'd ask for this anyway. Where I ran into problems was when submitting the completed ticket form, apparently if you don't attach
everything noted in the ticket form, it will not submit.
View attachment 661076
Now, I'm unlikely to supply printer logs (or project files) to BL anytime, certainly not all of the logs, and definitely not when the issue has nothing to do with the feckin' printer. This is an issue with a new, defective AMS HT and those logs will show nothing useful in solving the problem. And yet, I could not submit the form without attaching the logs.
Hating the thought of it, I gave their live chat a shot, knowing full well it's going to be Ai driven and not human. "Very slow and quite thick" would be my initial assessment, though at least I wasn't talking to "Steve" in a southeast Asian call center who's doing his best with the English language. I had to repeat both the hardware and ticket form issues numerous times until the thing understood (after vanishing for a good 10 minutes) and offered to fill out and submit the ticket for me. Again, had to repeat everything numerous times and discovered it's best to type your responses as if you're ignorant. If you write sentences like I am here, it seems to get confused. Things like "new AMS HT defective" and pasting the error codes seemed to work best.
In the end it did successfully file a support ticket for me, though all it did for the content was a direct copy and paste of my replies in the chat interface. BL support responded about an hour ago, and while offer of a replacement was proposed, they want me to follow some of their support wiki articles for checking the internal cable connections in the unit first, alleging that they can sometimes come loose during shipping. Not really what I'd hoped for but pretty much what I expected. While I'm okay with this, I dare say some customers might not be comfortable opening up the hardware.
All that said, I do like the HT's. For the money, having at least one feels like a solid addition to almost any BL printer setup, even if you don't have a typical AMS unit.
