Customer ReviewsforFull Spectrum Laser, LLC

Personally I don’t think this company even deserves 1 star. This company is a garbage company to work with. I purchased my Muse Titan laser brand new. I have paid for replacement parts that were specific to what I ordered and they sent me the wrong parts but because my machine is out of warranty, they can’t send me the right parts until all of the people who have machines with #Warranty get seen first, I am a disabled veteran and this is so frustrating I’m getting ready to contact a DAV lawyer to see what can be done because I’m tired of getting ripped off by this company. I will never buy from them again and I really enjoy working with lasers. I have the Muse Titan and I will never have another one. I wouldn’t buy from this company if my life depended on it again .

FSL does prioritize in warranty customers first before serving out of warranty customers to provide the best fair service. However you can purchase the premium support package for faster response when out of warranty. We always try to help as soon as possible but of course need to do the in warranty replacements first.

I own 2 of their lasers. Muse 3D and a Muse Titan. I bought the 3D from them, and the Titan was a used machine I picked up a few years later. In order to get firmware updates, you have to contact them and then they push it to your machine. Unfortunately, if you have purchased a machine second hand/used, they will only work with the original owner to get you a firmware update. To put into perspective imagine buying a used car, or used iPhone or Computer and you are unable to get any kind of firmware support because you didn't buy it new. These are $5k-$10k machines and have a $0 value for resale because of these "Policies" by FSL. I have reached out to FSL and talk to them on the phone, over email and in their Facebook support group. Very disappointing that they can't be a little more customer focused. My next machine will definitely NOT be from FSL.

For the best experience we recommend to buying new directly from FSL. Unfortunately FSL cannot provide engineering support/upgrades for second hand machines we don't sell you.

Trash customer service. Impossible to get someone to answer questions about the equipment. We are returning our laser due to this and the return process has been a pain to deal with. They are advising they will be deducting S&H cost from our refund when we are the ones paying the shipping company to ship it back to them. They also over charged us on shipping as the SAME company used to ship the product to us told us what the cost was based on the previous tracking number and it was $200 less than what we paid. This company is AWFUL and no one there is sympathetic to the situation at all. TRASH all the way around

Unfortunately after 3 years your machine is out of warranty and there are some costs to fix things. FSL offered you to send it in for an out of warranty eval at $150 but you refused so nothing further we can do.

Sorry about your return experience. FSL charges you no shipping if you drop it off or you arrange your own. For lowest shipping rates you can arrange your own pickup (free) or arrange our own carrier.

I bought a hobby series 3 year ago. It was brand new in a box but according to the people at Full spectrum laser it was already out of warranty when I bought it. I couldn’t get it running and after almost 2 months back and forth with their joke of a support line, it was discovered it had a defective tube. I spent another $300 on a tube because even though it was new they said the warranty started when it was shipped to the store where I bought it so they wouldn’t replace it. The store I bought it from was great and compensated me and installed the new tube. I have used it for 3 years, maybe a couple times a month and while running a few of the same job it just all of a sudden stopped working. I have been back and forth with the support line, jumping through hoops, sending them videos and then waiting a week or longer for them to reply. It’s been over 2 months and they tell me I can send it to them at my cost if I want and they can take a look at it but if it’s the controller, they no longer support it so it will not be fixable. So they want me to spend hundreds to ship it to them for them to tell me it’s not fixable. For the last month they have been suggesting a trade in which seems like it’s what they want me to do to which I say why? Why in **** would I spend thousands more to get another one of their machines that they not only don’t stand behind, but also don’t have the parts to fix if it has a problem. Their support team is a complete joke, not only does it take days to respond, they don’t stand behind anything, nor do they seem knowledgeable about how to troubleshoot any problems.

Unfortunately 3 years out of warranty you can expect to pay some charges but FSL charges reasonable repair rates with a $150 out of warranty eval if you send it in. You refused to send it in so nothing further we could do to eval it.

I paid over $10,000.00 for my PS24. It was way out of alignment when we got it. They will not honor there warranty, or promises. I had to wait for months to get a part which caused my machine to be down. There parts are defective and cheap. They told me I had to send it in for alignment after our next session too align it. Now will not do video call or let me send it in, as they promised because they no longer employed a certain person. The laser has not been in alignment since day one. The beam combiner needs to be put back on and aligned. The beam combiner was loose when we got it, and they tell me it wasn't and is our fault. It is the customer obligation to align it not there's. They send you with a catalog that doesn't have parts and is different than the laser set up we have. Expect you too be an expert and do it yourself.

FSL provides videos for alignment and most people can do it in under 30mins and considered standard maintenance but of course FSL is happy to align it for you for free at our office if you bring it in.

I would never recommend purchasing from Full Spectrum Laser. I bought a Muse 3d that came damaged and never worked properly. Full Spectrum service is horrible, horrible, horrible! They do not stand by their equipment, do not purchase from them, choose another brand.

FSL has 30 day return policy for Muse 3D so we would replace it free if it came damaged within the first 30 days. Please reach out to us and we can look at your case if you were told otherwise. Our full terms and conditions can be found at fslaser.com/terms

I bought my first laser from FS Laser in 2012. When I purchased the first machine, the salesman told me that they were working on releasing a new web interface for the machines so they could run natively on a Mac. After 3 years, I needed to upgrade so I purchased one of their Pro Lasers. They still hadn’t released the new update. They were working on a 3d Printer and I noticed a shift in their customer support! It started to seem like they didn’t care as much about their old customers and were more interested in new ones. Prior to this shift, if there was a problem, I could get someone on the phone who could usually resolve the issue in minutes. Now, I call and get someone who creates a ticket, and forwards it to the queue. Then a day maybe two later I get a reply. If there is any follow up it takes hours or days to resolve an issue. With a Pro laser, assume people are using it for business and not being able to resolve issues quickly puts a strain on business. When they started growing, they stopped improving your software. I have reports a few issues over the years and it is clear they won’t be resolved. The last update on their legacy machine software was years ago, but it is full of bugs. Which brings be to this. When I purchased my first laser I was told they were working on web based software. When I purchased the Pro laser in 2015, I was assured it would be released soon thereafter. I was excited when I saw it was released, until I found out that it wasn’t compatible with my laser AND if I want to upgrade my control panel, it would cost a minimum of $5000.00! My machine was only $7500. Obviously new technology comes out all the time, I understand this, but I now have a machine that was a stretch for me to and is close to being obsolete not 5 years later I have written to the company numerous times, there isn't much they can say or do though. My issue is more a problem with the company itself. Perhaps there is a reason they only have 2 out of 5 stars.

Unfortunately our machines are sold with 1-2 year warranties and your machine is 11 years old if purchased in 2012 and 8 years old for your 2015 machine. We're glad they're still functional but overtime we do make upgrades just it's reasonable a 11 year old car isn't as good as the current year model. We offered you a trade in for your 11 year old machine as valued customer and hope you can experience the fruit of the millions of dollars we paid our engineering team to make new and better products over the last 11 years.