Complaints

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Omtech sent me a used laser engraver ( see photo of text with their support admitting it is used equipment. The problem is I bought AND PAID FOR NEW EQUIPMENT. This was my first endeavor into laser engraving, I spent many hours wondering what I was doing wrong trying to get support and searching online and attempting to make adjustments to a machine that was supposed to arrive in functioning condition only to find out they sent me used and broken equipment. They admitted in the text that it was used and then tried to claim that the lenses had fingerprints on them as a result of quality control. The lenses were filthy and had physical debri on them, even after cleaning the scum off of them the machine still doesn't work. Laser tube have a lifespan and I have no way of knowing how much or little life this has left but it doesn't work and I have countless hours of aggrevation and frustration involved in this not to mention I bought a P.C. to support the machine and various other sundries in xupport of this. Just refunding me my money for what they failed to provide is inadequate compensation. I want something for my time and other investment

  Business response

  12/22/2023

  Our reseller has notified us that a customer's unit was returned and refunded as of yesterday. The customer shared photos depicting dust on the item, attributed to suboptimal packaging in a warehouse setting. Additionally, concerns were raised about lens quality, indicating a lapse in our quality control measures.
  Having personally spoken with the customer, I have gained a comprehensive understanding of the issue. It appears that due to Amazon's platform limitations and regulations, the customer faced delays in the refund process, resulting in additional time lost. Unfortunately, the resolution of this matter lies primarily between our reseller on Amazon and the customer. To address the situation, I've taken steps within my capacity to escalate and bring this matter to our seller's attention. We remain committed to addressing any quality control issues and improving our processes.
  If you have any insights or suggestions on how we can prevent similar occurrences in the future, please feel free to share your input.
  Thank you for your attention to this matter.

  Best Regards,

  Sakura

  Operation Specialist 

  Customer response

  12/22/2023

  This is an outright lie, the machine sent to me was used, this is not some quality control issue, you sent a machine with used and etched mirrors that did not work, you can not blame that on Amazon. 

  Business response

  12/26/2023

  Hi ****,

  I trust this message finds you well. I appreciate the opportunity to address the concerns raised during our phone conversation a while ago regarding your purchase through our reseller on Amazon.
  As discussed, we understand that issues such as dust or dirt on the unit upon arrival, potential damage during transportation, and any dissatisfaction with the product fall under the purview our *******. While we do not have direct control over the refund process, we maintain a customer-centric approach, acknowledging the importance of addressing your concerns promptly.
  Our commitment to transparency and customer satisfaction is unwavering. In the spirit of resolving the matter efficiently, we are willing to exchange the unit if that would better meet your expectations. We assure you that our intention is to provide a seamless experience, and we regret any inconvenience caused.
  We want to emphasize that, as an honest business, we take pride in delivering new units to our customers. In the rare instance of a mistake, we are more than willing to rectify it promptly.
  Upon investigation, it appears that the refund process has already been completed by the reseller on Amazon. We encourage you to let us know if there is anything specific we can do to assist you further or if you would like to explore the option of an exchange.
  Your satisfaction is of utmost importance to us, and we are here to ensure that your experience with our products aligns with our commitment to excellence. Please feel free to share any additional concerns or preferences you may have, and we will do our best to assist you.
  Thank you for your understanding and cooperation.

  Best Regards,

  Sakura

  Operation Specialist 

  Customer response

  01/10/2024

  They continueto lie and claim the USED EQUIPMENT they sent was ew and just needed adjustment. The thing is their own representative admitted they had sent me used equipment and they continued to jerk me around and even have the nerve to suggest I did something wrong when they sent me a USED AND DEFECTIVE MACHINE.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company has been unresponsive to just about everything. The simplest questions go unanswered while they pretend they have no clue what the problem is. I have now lost track of the times they have told me they would give me a call and not once have they followed through. Initially it started with receiving incorrect tracking information and I was simply trying to get the shipping figured out. The lack of service and completely rude and disrespectful staff that I dealt with were too busy to deal with me a statement I received in under 2 minutes of a call which the agent did nothing but speak over me. After posting a review the company replied to the review with blatant lies saying I was scheduling paid vr calls which was not the case. First those calls have to be purchased before booking and secondly, I have the emails of them cancelling scheduled call backs repeatedly. As of yesterday, they pretended to care again and told me to be expecting a call from their manager in tech support and once again no call back. This is par for the course, and I am supposed to be receiving a free vr call with the purchase of 45 minutes to set up the machine. The link they sent me for this directs me to their website to purchase the call. At this point I no longer believe Om Tech has the ability to offer the support I paid for with the machine or to honor the warranty for said machine if needed. This on top of the fact I see nothing but complaints saying Om Tech refuses to contact them back has led me to believe this company is nothing more than a scam. I would like the business to reach out with something other than the staff that ignored me in chat support and by phone. It is rather annoying to have an almost 5k paper weight taking up my workspace.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the past 4 months I have been having non stop issues with my OMTech ladder engraver. If you look up my email with them and my account, you will see that there is hundreds of emails between us, and they never seem to resolved my issues. I asked them to stop the payments since I have not been able to use the machine for 4 months, yet they are still taking my $260 payment out each month, and OMTech told me I had to contact ********** because they couldnt do it, so I contacted ********** and they said since the machine was still in my possession they wouldnt stop payments, and they said OMTech should refund me for the 4 months. Well, they did not and they refuse to. I am STILL dealing with issues even though this is a brand new machine, yet their tech company wont help me because they are to busy I am extremely frustrated, and feel as though I should be getting at LEAST those 4 months of payments back since I havent made any money making anything and Im paying on a machine that hasnt worked. I tried talking on the phone with ****** and his assistant and still I get nowhere. At this point Im at a loss and hoping you can reach out to them to make this right for me because I am at my **** end. Please let me know if you need me to forward the emails to you so you can see how long Ive had issues and what Ive been dealing with. I will gladly send them!Thank you, ******************************* If you need to call, my number is ********** the machine is under my husbands name ***************************, but he is currently deployed to *****.

  Business response

  08/15/2023

  I'm sorry to hear about the issues you've been facing with your OMTech ladder engraver. However, it seems you've reached out to the wrong company. I'm here to help and provide information, but I'm not affiliated with OMTech laser. I manage OMTECH LLC which is a digital marketing/ staffing firm. ************************************** You may need to reach out to them directly to address your concerns and seek resolution. If you have any questions or need further assistance, feel free to ask.
  

  You need to send this to omtech laser which is ********************************** when I googled them. 

  Business response

  08/29/2023

  To whom may this mail concerns,

  We have been trying and actively resolved customer's issue. By swapping unit out and do our best to support the customer the best we can. As business we do provide extensive warranty and appease customer as much as we can. Customer had gone through ********** payment plan and it is a financial service that customer get a loan from ********** and ********** make the payment to OMTech Laser and we just providing shipping and support to the customer. As much as we support repairing and countless support help and we finally able to get the issue resolve at last. Customer does want a compensation since her machine has been down and it is clearly listed under our policy that we are not responsible for the downtime. I have redirected her to ********** which is the loan company she make payment to and since ********** refused she keep coming back and complain in regards her lost time. I understand communication fail apart time to time between OMTech and the client and we did our best to make up. We did compensate for the newly exchange machine that had cosmetic damage. Please note the financial service she use is leased and she shouldn't be receive any money from us since ********** front the payment for her. ********** won't stop or reimburse the payment and since she sign contract with ********** so she is filing complain to us. Just a side notes that she did threaten us that she will file claim with BBB when things is not going her way.

   

  Best Regards,

   

  Sakura

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Got a 60w months old and now am having difficulties reaching tech support. Folks that answer phones are in ***** and never patch you through to a tech. Laser doesn't work, missing out on potential business $$ even after spending a bunch of money with laser, chiller etc. I thought OMTech was a good, reputable company, but this experience has changed me. I call 2-3 times everyday to get a call back ----- crickets.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive got a $10,000 lump of useless garbage sitting in my garage. 150w machine with all the accessories arrived with a bad Z axis assembly. Days turned into weeks turned into months of trying to resolve and get it fixed. Omtech tech would reply to my messages every two weeks or so and then with solutions which could not work as I am not a mechanical engineer nor an electrician. I finally just gave up and chalked this investment up as a loss. I use the omtech as a table for my xtool lasers now. I would never buy another omtech even if my life and welfare depended on it.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After receiving damaged product, I was treated very poorly, hung up on etc. They caused my business to have a 3 weeks shutdown "which cost me more than $25,000. They are still having sloped shoulders when it comes to resolving the issue... "I'm not the person you need to talk to" "They'll get back to you via email in a week" etc. They were supposed to overnight the broken part last week and it still hasn't arrived. I also would like to note that their "rewards" program is a scam and even if you buy something from there, they won't add the points. It's false advertising and very poor support. This is not the first time I've dealt with them this way and this time it's even worse.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received my Omtech laser in October after getting a recommendation from a friend. I have had the same issues with the y axis belt coming derailed since then. I have replaced the parts myself after the company sent me new parts. It is continuing to happen and cannot receive an email back from support. I cannot wait for virtual tech support in 2 weeks. I use this for business and I've been down for over 2 weeks. I have been without use of my machine 4 weeks in the last 2 months. There is clearly something wrong with the original machine and no one is willing to have a conversation about replacing it. I shouldn't be having so many issues with it since it's not even a year old.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩