Customer Service Horror Story || My laser Saga
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- Опубліковано 29 вер 2024
- My shop lost almost 2-years dealing with a miserable customer service department. I had active, hands-on time in the neighborhood of 6-months trying to fix an expensive tool. I finally got it sold at a loss of $4,000, but that doesn't take into account the time lost where I could have been building things and producing content. This was a real big hit to Gunflint Designs. At least it's finally over and hopefully you can learn something from my experience.
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So glad all that nonsense is in your rearview mirror!
But now what will I whine about on the podcast!? I'm sure I can come up with something.
I can relate. Didn't spend anywhere what you did, but US tech support for my machine is almost non-existent. These companies are just interested in slapping their name on crap, and selling it. That's it.
I stuck around to the "see you soon"! Horrible story with a promising ending!
Thanks for sticking with me!
Good rant for any big purchase. Also thanks for being classy and not directly calling out the company in this video like some sort of whining influencer. Like you said do your research. Suffice it to say I won’t be buying that brand when I buy a bigger laser.
I appreciate that!
Every time I would hear the laser update on WBAT, I would dread hearing your part because I felt so bad about everything you were going through with your laser... I’m glad you’re done with that lemon and moving forward with Trotech! Looking forward to seeing how it does for you Mark!
Thanks for the sympathy!
If everything you say about your experience is the truth then you should have named them to save others the same experience. Fact is not slander
As someone who works for a company that manufactures, sells and services industrial CNC plasma cutting machines, I can understand your frustration.
Thanks. I feel like I am pretty easy to please - this was just a really ugly situation.
That first company when the laser was having all those problems should have sent out a tech. That many problems in the first month of the life of a machine like that indicates a problem that would require a tech to diagnose. With my background as an industrial electrician, it sounds like the power supply was bad on the unit. Likely the filter caps or the voltage regulation circuits, so the DC voltages for the electronics had a ripple, which will make them do weird things or the power circuit for the laser tube was not creating clean power for it, likely it had a phase shift from a capacitance or inductance load that ruined the power factor of the circuit, lowering the apparent power to the laser tube, resulting in the first tube burning out from overheating and the second tube never working as well as it should.
But it is somebody else's problem now. As for that sale person yelling at you, that company deserves to be named and shamed just for that.
I would mention the company’s name
I figure I just don't need to. It's been in my other videos so people can figure it out of they need to.
Every Chinese lasor is a crap shoot.
Want to horror stories about Trotec?
Same, salesman, support, no reponce to calls emails.
Exactly same scenario.
Oh yeh, it was HIS SECOND 100,000 DOLLAR MACHINE..
He's on youtube.
Does firearms. Texas
Hey Mark! Are you SURE you checked your mirrors?🤣 You have a lot more patience than I do, my friend. I can get really ugly. But you made the right decision and I hope all goes well! I listen to WBAT faithfully. You three guys are like hanging out with your buddies just shooting the breeze and enjoying each other's company. Keep up the good work!
I think your telling your experience and wrapping it up as one solution. I got my 100w co2 laser 6 years ago off ebay and is still running great. I also bought a 30w fiber laser off ebay which wound up having a bad laser source, which the company refunded me my money and I could keep the laser. I wound up buying a 50w fiber laser source and installed it. Been working for 5 years now. So you got a bad situation which unfortunately happens. Sounds like you never figured out the problem fully.. my only advice is buy a co2 laser with a name brand tube. I'm guessing yours did not have a name brand tube. I paid $3000 for my 100w I'm figuring you paid alot more for your 100w. Hmmm 🤔
Man, I've been wating for this video. Or at least hope you'd make one. Now to watch it :D
Sorry to here the crap you went through...
When a product and company is that bad they need to
Be called out, for many reasons but most of all so the
People watching you don't have the same thing happen to
Them.
To me I believe crappy company's need to eather be gone,
Or be fixed. Eather way without there name and so on out there
There free to take advantage of us, not cool.
Just my thought...
I once spent just over $100,000 with a company for three CAD/CAM workstations and software. It turned out to be by far the smallest sale this company had ever made. I learned a lesson I'll never forget from that deal. When you're the small fish in a big pond, the piranha spends its time focused on the bigger meals.
A machine might be amazing, but if the customer service is terrible, the whole experience is bad. I personally feel that companies with poor customer service should not be supported.
Glad you got rid of that piece of junk and have (hopefully) nothing but happy days ahead of you and your laser journey.
Looking forward to the content 👍
I also had bad experience with Felder (Hammer) but they made it right in the end. I'm glad it worked out for you at the end.
That's a shame! But I'm glad they made it right.
So instead of demanding a technician you waited a month.
It was fixed and worked for an entire year.
It broke, instead of demanding a technician you sat around for six months tinkering with it.
I’m sorry but this seems odd and you’re at fault here. The revenue and time lost was way more expensive than getting a tech visit when it first happened.
So by the time you got a technician the machine was almost two years old according to your timeline. Confused why you refused getting a technician and kept trying to work on it yourself which could possibly void the warranty.
You should have said who the company with poor customer service was so none of us make a mistake of giving them our money!
Dude, I’m so sorry you had to go through something like that. Companies should be held accountable for the failures their products have, if there is a problem. You seen, to me, to be an intelligent person & the 1st company just screwed you royally. Glad to hear that you’re new machine is doing exactly as promoted & promised. Best wishes for a Great Year.
I appreciate it! I’ve never been the guy to make a big fuss over something little being wrong, but this was so next level and their response to blame me? Can’t let that slide.
There very good AMERICAN companies.
You got lucky.
I happen to be in the market for buying a laser and that laser was, was on my radar…now it’s not! Thanks for the info!
Damn, Mark... That's hard indeed. 😕
At least you got it the heck out of there!
Stay safe there with your family! 🖖😊
Thanks man, it was a rough one!
Why wouldn't you tell us the name of the brand that did such a bad job? thats such a strange thing to do to your audience. Do you not want us to have a good experience?
Thanks for the [Music swells] pew pew pew pew [Slow mo voice] L a s e r U p d a t e
;)
Haha, well played!
Did you look in the couch cushions?
If only it were that simple!
I'm really sorry to hear you have had so many issues with your laser, Mark. I hope the new company and their product is up to par with their claims. As for the salesman yelling at you.. if this video costs him at least one sale, he deserves it. Take care, and looking forward to your future videos. Rob M.
I'm glad that two year saga is over and you can move ahead with being creative again! Looking forward to seeing more about the Trotec!
Thanks for your help with it too!
Thanks for the LASER pew pew pew UPDATE
I guess I still have one question though. Did you align the mirrors? 😮
Good for you, you have a right to name this pathetic laser company! Shame on them to behave so poorly and blame and ignore the real issue. Good for Trotek (sorry if misspelled) to back you after so much drama and bs with this nonsense from whoever this awful company is
Thanks for you support!
Sounds a LOT like what i went through with a laser company. Based out of Vegas I believe. The machine sucked. The customer service was even worse. The machine had all kinds of problem starting with the limit switch engaging too soon, effectively reducing the workable space. They told me to "bend the screw". First, very hard to do, second, not very precise. Then I had issues with the laser losing strength. They wanted me to buy a new one at full price and the machine was like a month or two old. And it just got worse. I had all documentation supporting that the machine was garbage and threatened to call my credit card company to dispute, and they finally agreed to give me a full refund as long as I got it back to them in the crate, which I did. Once they got it, they tried to pull more nonsense, but I wasn't having it. I replaced them with two new machines from another company and I couldn't be happier with them 2 years later. Machines are great and the customer service is awesome.
Man what a racket! Apparently this is an easy technology to screw people with.
I own the 60 W laser that gives you a really good discount code, and it broke in the middle of a charity job a few months ago. They really took care of me but I was worried there for a moment. In the next year I’m looking to move shops and moved to 100 wall machine and this was a very welcome video. I’m sorry for your experience, but thanks for sharing.
I'm glad you found it useful!
Sorry to hear, I've been following you on WBT podcast, and now have a single souce to the entire saga. Hope it works out much better now and looking forward to more content.
Much appreciated!
Appreciate the video Mark and thanks for the advice. I hope the Trotec continues to perform well for you (or at least their customer service will take care of you if it doesn't).
Thanks! I hope the advice can help you out.
Hmmm.. I might be the guy that publicly outs them.. but I think it's BesCutter
And what makes you say that?
Wondered what happened to you. Sorry you had to go through that but looking forward to more videos from you!
Thanks, trying to make sure 2023 is much better!
I've had good luck with that companies support for some other woodworking machines, but can definitely see why I wouldn't want to buy a laser or cnc from them. The amount of precision setup on a machine like that makes "level 1" support insane. Level 1 on a table saw is "Is you fence aligned and does the blade spin?". Level 1 on a laser has a 500 item check list. A machine purchase like that should go direct to level 2.
I'm not familiar with the levels. Is there a list somewhere?
@@GunflintDesigns I'm in the tech world, so level 1 are the people that tell you to reboot your computer from a script. Level 2 actually have brains and can help troubleshoot. Level 3 are the engineers.
This is such an unfortunate story for you and the company. Dollars shouldn't determine customer support, but in this case, it did. That business model is definitely something I would stay away from. (Hindsight is 20/20.) I listened to every laser update on WBAT and it just sounded like a straight up miserable experience. I'm glad you have a new laser (and company) you're working with.
But… did you clean and align the mirrors?
Gotta love that level of support. Might as ask you if it’s plugged in 🤦♂️
Yeah you're picking up on their vibe for sure!
@@GunflintDesigns
It’s all so bananas too. I went and had a look at their website to see their gear. You’d definitely expect top notch customer service and tech support from a company that sells units for upwards of $200,000 a piece. Jesus Christ! 😲
‘I know one other person who bought the same machine…” why didn’t you use the phrase “I have a friend who…”? But thanks for the mention! I hope your new Trotec is a much better experience.
I've been watching your content for a while and was wondering where you went. I'm sorry you had to go through that and I'm happy that you will be bringing more content in the future. You are one of my favorites. Keep up the good work.
I’m trying to do research but you won’t name names, so thanks for nothing…
He said do your research so many times because all you have to do is go a few videos back and you can see the Bescutter Versa Star 5236 he was using.
@@michaelsummer7082 You see how easy that was! Now why couldn’t he do that?
@@davidistre7253 Ahhh, now why couldn't you do that?
I wondered what was going on. Glad to hear you got it worked out. Love your channel. Looking forward to more content.
Dude that sucks. I think we all have had those customer service nightmares; but at 2years and $11,000.00 wow... whole other level
That being said. Im guessing it was in the power delivery. The only thing you couldnt change or test for. Im talking about a small ripple, not enough to throw a code, but enough to effect the final product
Interesting... glad I don't have to care anymore!
Kind of a useless video if you're not going to name the brand/model of the first laser that you had a bad experience with. How am I supposed to "do my research" when people like yourself withhold the specifics for some reason? You gave them every opportunity to make it right, and say that you were treated terribly, but then you protect their brand? Doesn't make sense.
If you were paying attention, you’d see that I have several laser videos in the past where I didn’t make any attempt to hide the brand. If you’d do just a little bit of your own research, like I suggested, you could figure it out.