ComplaintsforMornTechUSA

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My machine has been down for 2 weeks and neither your American branch or your chinese branch have reached out to start the process to help fix my machine, STILL UNDER WARRANTY BY THE WAY.I get the same generic copy and paste response from both emails 'Hello *****,Thank you for contacting support, we have forwarded your information to our engineers, please be on the look out for contact by them. Also whats A good number if WhatsApp support group is needed."This machine has been a problem since I got it.1. I was kind enough to come pick up the machine (Saving you shipping costs)2. When I picked up the machine only one person was there to help load a massive machine.***** specifically said he would have staff ready to load. Never showed up.3. The machine was damaged upon pick up. Caster wheel was destroyed and made it almost impossible to load.4. The exhaust fan was dead on arrival. Had to wait weeks for a replacement.5. a few months into using the machine, the Laser tube went bad. Had to wait for someone to order a tube and come out and replace it.6. The autofocus won't work.7. Machine won't cut anything lower than 11 percent speed. If you go to 10 or lower speed it won't cut no matter how high the power is. Limiting what I can cut.8. USB socket works sometimes and not others. I WANT MY MONEY BACK, THIS MACHINE IS A LEMON. It's only been a year and a few months of operation.Do I have to report this to the BBB and threaten legal action for you guys to do anything?

  Business response

  12/20/2022

  In response to this complaint that I just became aware of a couple weeks ago, I contacted the engineers in ***** to see what the could do to fix the problem. This is their response:

  Dear ***,
  
  We got customer email, he told me he emailed to your side many times but no feedback. We tried to help him to fix the machine but customer didn't want to fix machine by himself. They hope we go to *** to do it. It is hard to do in *****. I am not sure whether the machine still in warranty or not. But I checked the nameplate is 2020 years, it is in parts warranty. You can check it and how to help the customer. 
  

  I am sorry to hear that you have had some trouble with your machine. Our engineering team can help fix it remotely whenever you ask. I would have helped had I known that the customer wanted an in person fix. The labor is not under warranty but the parts are under warranty so if the customer would like to schedule a time, I can make sure that the machine is running well on his schedule with an extra charge. Of course, the engineering team can help as an off site fix free of charge with the parts sent like they have done previously. We want to make sure the customer is happy with the product and has the help he needs since we back our products. Please make sure to contact us at your earliest convenience to work on finding your best solution.

*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. ↩