ComplaintsforFull Spectrum Laser, LLC

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Can not get any surport from there support team. Before I purchased the Titan Laser I was guaranteed that I would be able to get telephone suport from there team. I have a Muse Laser and I had some trouble getting suport for it. I was told by the sales team that more tex were hired and the wait time would be a lot shorter. I sent a check for the machine 11/28/2023. My machine needs to be aligned so it will work.

  Business response

  03/06/2024

  FSL makes mirror alignment videos for self alignment which is easy to do: ********************************************************************************************

  There's nothing we can do other than repeating the alignment video instructions unless you want someone to fly there for an onsite install which is available at extra charge though again most users are able to align it in 10mins of watching the video as Titan is easy to align.

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the laser from Full Spectrum Laser in 2022. I was told by my sales rep that I would have support via phone or email throughout the warranty period Upon arrival of the laser I set it up and it worked as it should aside from some user errors on my end. Within a month I had issues with the camera and notified tech support and my sales rep via email. Tech support wouldnt respond so I called in to speak to a manager. My sales rep was able to connect me to tech support. Tech support told me that there was a known issues with the camera and to unplug it. A week later I was locked out of the machine from their server. I could NOT even use it. Tech support rolled back the clock to fix itIve had one issue after the other and so far no fixes, no updates, and no one will return my calls or emails at this point. My last response was at the beginning of November and I emailed today with no response. I have the camera issue still, the time clock issue still, the software does not work properly, the laser fires and cuts when its not supposed to, and the WiFi does not work anymore. Its right at a year old and I spent a car payment on this machine and have absolutely no support.

  Business response

  12/11/2023

  Please email ************************************ for a ticket number - FSL handles all in warranty tickets in the order they come in.  Better to send videos for best response to see what's going on.  FSL offers free email support for out of warranty customers after servicing in warranty customers.  Phone support is a paid option after warranty expires.

  Customer response

  12/11/2023

  I have emailed support multiple times since I have had the machine and they have not fixed my issues, not a single issue has been resolved to this date. Some are "known issues" and they were never taken care of. My last email three emails without responses were on November 13th, December 8th, and today December 11th. 

   

  Regarding the phone calls. I was told during my warranty period phone calls were $250 per hour and when I asked for a call from management they never returned my call. Even though the website says warranty via phone or email is included for one year I didn't receive phone support and the email support I was given hasn't been helpful to resolve my issues. At this point I have a $8,000 machine that has had issues since day one and the support I was given just pushed the issues along until the warranty ran out. 

   

  I'm happy to provide copies of my emails and phone records to prove the lack of communication I have received from the company. 

   

  Customer response

  12/11/2023

   
  Complaint: 20981925
  
  I am rejecting this response because:

   

  I have emailed support multiple times since I have had the machine and they have not fixed my issues, not a single issue has been resolved to this date. Some are "known issues" and they were never taken care of. My last email three emails without responses were on November 13th, December 8th, and today December 11th. 
  
  Regarding the phone calls. I was told during my warranty period phone calls were $250 per hour and when I asked for a call from management they never returned my call. Even though the website says warranty via phone or email is included for one year I didn't receive phone support and the email support I was given hasn't been helpful to resolve my issues. At this point I have a $8,000 machine that has had issues since day one and the support I was given just pushed the issues along until the warranty ran out. 
  
  I'm happy to provide copies of my emails and phone records to prove the lack of communication I have received from the company.

   

  I wish to speak with someone and receive an answer and resolution to the problems I have been having. I also need replacement parts for the machine and have not heard back about how to get them. 
  
  Sincerely,
  
  ***************************

  Business response

  01/03/2024

  FSL provides free support by email as a best effort basis. For priority out of warranty support there is a charge as listed on our terms at fslaser.com/terms

  Phone support out of warranty requires purchase of the out of warranty support package but again email is free as a best effort basis when FSL has answered all existing in warranty machines with support contracts.  Due to volume of other priority under warranty support, free out of warranty support *** experience some delays but we will look at your ticket and get back to you as soon as possible.

  Customer response

  01/18/2024

  The main complaints were not resolved. They helped with one issue but did not resolve the camera, software, or update issues I have. I effectively have a machine I can not use to it's full potential.

  Business response

  01/18/2024

  Please email ************************************ for a ticket number - FSL handles all in warranty tickets in the order they come in.  Better to send videos for best response to see what's going on.  FSL offers free email support for out of warranty customers after servicing in warranty customers.  Phone support is a paid option after warranty expires.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a laser in 2021, it had multiple issues from the beginning. Ended up being replaced by FSL because it wasn't fix-able. I have had the "new" machine for 10 months and have had constant issues and it is not useable. I have had an open 'ticket' for 3 months to get this resolved. I can't get a phone call, the emails from customer support just goes in circles, I have been sent two absolute paper weights. At this point, the only way to resolve this is to send back the machine and get a refund. Whether or not they do fix it, I will have ordered a new laser by then as it is crucial to my income and there will, without fail, be more problems in 6-8 months and it will not be under warranty. I have email communications of non stop problems from 2021-current.

  Business response

  10/05/2023

  Please review fslaser.com/terms 

  If you unit is under warranty FSL will fix it for free (minus shipping/handling) so just ship it back to ** with an RMA number.

  Customer response

  10/05/2023

  I paid $200 to ship this machine to them for them to look at and give the opportunity to fix. Although at this point I truly only want a refund - not the machine. We are making monthly payments on it and we dont have it/havent been able to use it for months. I was forced to replace it so I bought another one from another company. I got a shipping notification it was delivered last Friday. I havent heard a single thing from them. They say problems can take 4-6 weeks to resolve, we are looking at 4-5 months for this particular issue. Again, other issues dating back a consecutive two years. 
  

  so at this time, they have had our machine for 6 full days, I have not heard from them, I am still making payments, nothing has been resolved.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The unit was purchased on August 1st, 2023. Upon its receipt on August 6th, 2023, it was observed that the unit was defective, specifically manifesting in an inoperative touchscreen. Upon further investigation after connecting the unit to the network, it was discovered that the laser tube was also malfunctioning. An initial request for an exchange to an alternative unit was submitted, but there was no discernible response to this request. Subsequently, later within the same week, the support team initiated contact to provide troubleshooting guidance. Following this interaction, it was determined that the unit necessitated replacement.The process of obtaining a return shipping label spanned nearly a complete week. Consequently, the accumulated frustration with the customer service experience has led to a reconsideration of the desire to retain any of the products, prompting the preference for a refund instead. Efforts to communicate this preference via email have not yielded any responses. An attempt was made to address the matter via phone call, during which the assurance of a "call back" was provided. Regrettably, the anticipated follow-up call did not transpire. The overall experience surpasses mere buyer's remorse, evolving into a substantial dissatisfaction with the customer service encountered. In reflection, it stands as one of the most unsatisfactory customer service encounters experienced to date.

  Business response

  08/17/2023

  FSL takes all product issues seriously and will repair or swap the problematic machine immediately since it is a new machine.  Our records show the team has been on it so not sure why the need to tackle an outside complaint.  Expect a call today.

  Customer response

  08/17/2023

   I have yet to receive a returned call subsequent to your previous correspondence. I have reviewed the order status page, and despite numerous requests for either a refund or a transition to an alternate machine on prior occasions, I find that I am being forced to accept the identical machine. This situation compels me to believe that Full Spectrum Laser is compelling me to accept this outcome, despite my preference to initiate an entirely new beginning with a different company.Complaint: 20483963
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  08/18/2023

  All sales are governed by our terms and conditions fslaser.com/terms

  You signed some contracts with the leasing company and need to work out the details with them on equipment exchanges as they have their own set of rules.  Someone will give you a call discuss today.

  Customer response

  08/21/2023

   
  Complaint: 20483963
  
  I am rejecting this response because:

  I have engaged in multiple discussions with the leasing company regarding this matter. However, it is imperative that Full Spectrum initiates communication with the leasing company in order to facilitate the termination of the agreement. For your reference, I have attached their response, confirming this necessity.
  
  Additionally, I have enclosed a copy of Full Spectrum Lasers' terms and conditions, clearly outlining the inclusion of a 100% money-back guarantee within a 30-day timeframe. This is particularly applicable to the unit in question. Furthermore, the original sales receipt has also been attached for your perusal.
  
  Presently, we find ourselves 21 days from the date of the initial transaction. The unit was received on August 6th, and on the same day, a support ticket was initiated due to the presence of non-functional components. From the day of the initial sale, it took 6 days to receive the unit. Return Merchandise Authorization (***) label received on August 11th. Subsequently, the defective unit was received by Full Spectrum on August 17th. Since the issuance of the *** label on August 11th, there has been an absence of communication from the support team, and correspondingly, the sales representative has not responded to any emails. It is our shared aspiration to attain a resolution to this situation, fostering progress for all parties involved.
  
  Sincerely,
  
  ***************************

  Business response

  08/23/2023

  Thanks for your message.  Unfortunately you did not purchase the laser from ** directly.  You signed a form with the leasing company ********** so you will need to work it out with them for any returns.  3rd party sellers have their own set of rules and you signed some contracts that FSL is not a party of specifying your terms.  

  Customer response

  08/28/2023

   
  Complaint: 20483963
  
  I am rejecting this response because:
  I in fact did purchase directly from Full spectrum Laser and have the sales documents attached above for verification. I have also previously attached the response from ********** stating that Full Spectrum Laser needs to deal with ********** directly to unwind the whole purchase. I was also instructed by your support team to send the remaining items back in which i have done and they have been received by full spectrum laser. I have also sent tracking information to ********** so they are aware your company has had possession of all equipment. I would appreciate it if this matter would be finished on your end it has been drug out for almost a full month. 
  Sincerely,
  
  ***************************

  Business response

  08/29/2023

  As stated previously, you did not pay FSL so we cannot refund you directly.  You need to work it out with your ********** rep to let you out of the contract if possible but again FSL is not a party of the contract you signed with them so can't comment.  If ********** makes a refund request, we can refund them according to fslaser.com/terms

  Business response

  08/29/2023

  Please review specific information on fslaser.com/terms which is on every order you place.  Specifically note the following verbage: "Purchases made by 3rd parties including 3rd party leasing companies may have their own set of terms and conditions - please contact the 3rd party vendor directly for any inquiries."

  Note your specific leasing paperwork has your signature for terms you agreed to so again need to work it out with your leasing company.  FSL can only act on instructions from the person that paid us eg the leasing company.

  Customer response

  09/13/2023

  This issue still has not been resolved, I have spoke with the financing company and Full Spectrum is not returning their calls. I am still being charged for the items the are in Full Spectrums possession. Is there anything that can be done on the BBB side to escalate this?

  Business response

  09/18/2023

  Please defer all questions to the purchaser eg your financing company.

  Customer response

  09/18/2023

   
  Complaint: 20483963
  
  I am rejecting this response because:

  please return all funding to said financing company. The lack of professionalism and accountability on the full spectrum side has been outrageous. No need to drag this out any longer it is coming up on 2 months
  
  Sincerely,
  
  ***************************

  Business response

  09/18/2023

  Please contact your financing company who has a written contact between you and them to work it out.  FSL can only act on the instructions from the purchaser eg financing company.  Future responses will simply cut and paste this same response.

  Customer response

  09/19/2023

   
  Complaint: 20483963
  
  I am rejecting this response because:

  They have been contacted multiple times. The delay is on the full spectrum side. The financing company has been waiting for the refund since last month. 
  
  Sincerely,
  
  ***************************

  Business response

  10/04/2023

  Please ********* communication to your leasing company - we are unable to comment further.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I am trying to get FSLaser to fix my laser engraver.Background:I bought a $5000 laser engraver in February of this year with a 1 year warranty.The unit failed two months later and I have repeatedly contacted the vendor to troubleshoot the device and get it repaired/working without success.I have attached an extract from the support group's web site. Thank you for you help *****

  Business response

  05/01/2023

  Sent email to customer to send the unit in for repairs.  FSL will repair any unit free of charge subject to terms and conditions of warranty.  If we are unable to fix it remotely, we need to get the unit in for service.

  Customer response

  05/02/2023

   
  Complaint: 19995571
  
  

  I am rejecting this response because:
  

  The "remote tech support" has not been helpful for a month and completely absent for the last two weeks.

  And now FSI is requiring me to send the unit back at my expense with the requirement to cover the return charges.
  

  Sincerely,
  

  *****************************

  Business response

  05/03/2023

  Please review terms list at ********************************************************** - all items need to be returned to be service and shipping is not a covered expense but customers are free to drop it off in person at our office or arrange their own arrangements.

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their answer is entirely correct and deeply disappointing.

  *****************************
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Can someone please reach out to me immediately I have ***************** in emails saying he was going to report my machine stolen in his system. Apparently an employee named **** sold me a Muse Titan last October but sent me a PS20 in the meantime since they were building my unit. My Titan finally shipped and I was to send back the PS20, I put it back in the crate and RL Carriers never picked it up. Last communication with me was December 1, 2022 fast forward to April 6th, 2023 they call me and ask for the PS20, I've been storing it and have it insured while its sitting in my workshop. I let them know I'll send it back but I need to paid storage fee's it was abandoned, since I'm in ********** I have rights. Well that's when all the threats via emails, phone calls and text from ***** *********** did exactly what he said he'd do he reported my system stolen because he doesn't want pay storage or make it right with me. My finance company paid $11k for my Titan and now I have 2 machines sitting bricked, hence I don't want the PS20 I just want to be paid storage fees after housing it for 5 months, ***** response is that **** was stealing and I have stolen equipment. Please help me share my emails and text messages to show how ***** is a fraud. Thanks

  Business response

  04/28/2023

  FSL cannot comment on ongoing criminal investigation.

  Business response

  09/13/2023

  Customer has two of our machines and only paid for one.  He refused to return it in a timely manner so now it is considered past due balance for cost of second machine.  No request for service will be honored until second machine is paid for.

  Customer response

  09/18/2023

   
  Complaint: 19994959
  
  I am rejecting this response because:

  In the past you admitted that we couldn't receive an answer to our complaint because of an on-going investigation, now you state that I've received 2 machines and never returned and that I must pay for unit. I was sent a PS20 that was damaged and not what I wanted by **** your Sales Manager who is being charged with theft of multiple machines, I then was sent a Muse Titan in exchange I was to pack up PS20 and it would be picked up by RL Carriers, it was never picked up by RL carriers and was ignored by **** and ****. If FSL knew there was an issue of theft why didn't you contact customers informing if any pending units, transactions or etc dealing with your employees for customers to reach out? Know instead you expect me to store a unit for 6 months at my location and carry insurance on it and not ask for compensation for storage? In ********** its considered abandonment and I may charge you storage, ********************* answer is to brick my unit that was paid for in full and send me an NDA not to discuss any wrong doing by him which I attached in previous complaint. I've called ***************** multiple times and as recent has told me to go F-myself and not call him again. I've paid $11k for my unit and have emails being told that it was reported stolen by *****************, out of respect I will not post this live but please stop playing with me. I want a full refund for my unit if you're not going to turn on immediately, compensate me for my losses and storage of your unit. I will not sign any NDA threatening me when there has been no wrong doing by me and my Muse Titan was paid for in full. Please have your lawyers reach out to me asap before we have to takes this further. 

  
  Sincerely,
  
  *********************************

  Business response

  09/19/2023

  This is incorrect based on the situation we were handling. You had a PS20 unit and wished to upgrade to the Muse Titan. We provided the Titan to you and the agreement was to ship the PS20 back to us and after months of us reaching out to work on getting the PS20 unit back and after the continued refusal to fulfil your end of the agreement access to the Muse Titan was shut off. You likely have the latest information from our higher *** regarding next steps to resolve this. 

  Customer response

  09/20/2023

   
  Complaint: 19994959
  
  I am rejecting this response because:

  First I have proof and a whole bunch, you have not outlined the the fact that the individuals are being investigated for theft, 2nd you just admitted to shutting my paid machine off and if there is refusal why am I being presented an *** from you CEO which I've attached, and 3rd we can go back and forth here but the burden of proof falls on your company, its all over the media what ***************** has done to not only me but many others in regard to the internal theft. If we can't resolve this amicably I will begin to attach personal emails and text messages from ***************** that will only add to any class action lawsuit that a local ********* attorney is starting. Again please have your lawyers reach out to settle this immediately and please look at California abandonment laws. 
  
  Sincerely,
  
  *********************************

  Business response

  10/10/2023

  Unfortunately FSL cannot comment on ongoing legal matters.  Please contact your attorney to submit all request by mail to *********, ******************************************************************.

  Customer response

  10/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Me and ***************** have came to an agreement and no need anymore to keep this open and I accept our agreement and will no longer discuss any details.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I spent the equivalent of my annual income to purchase a laser machine from this company. I had hoped to create an income by using it. I was never able to get it set up to use, even after numerous email and phone calls. I sent video, and I sent photos. First, the instruction booklet had instructions that did not apply. When I spoke with the company help line, they gave me correct instructions, but it caused me a delay because I tried very hard to follow the manual. Next, I could not get the lasers to be set, and it could not be done. I believe that the machine is defective, because nothing they instructed me to do worked. I asked to send the machine back for a refund, but they said I had only 30 days in which to do it. I didn't even know it wasn't working within 30 days. I have returned the equipment, at my expense, and wish them to issue a refund.

  Business response

  04/18/2023

  Please check fslaser's terms and conditions and warranty listed at **********************************************************

  FSL is happy to repair any machine under warranty free of charge if you bring it back to us.  Please contact support for an RMA number or set up an appointment.

  FSl is able to give refunds during the first 30 days as detailed in the terms and conditions but continues to give tech support during the warranty period free of charge so will work hard to get your machine functional asap once returned to our office for servicing.

  Customer response

  04/19/2023

   
  Complaint: 19947430
  
  I am rejecting this response because: 
  I HAVE returned the equipment because it has NEVER functioned.
  I worked with the company by phone and the machine could not be set up because it is DEFECTIVE.
  If they are going to repair it, I'm still waiting.  At this point, I am displeased with the company's ability to make the machine work and would prefer a refund.
  I gave the company 8 months to help me and they did nothing to help but offer "suggestions" that did not work and were not effective.

  
  Sincerely,
  
  ***********************

  Business response

  05/04/2023

  Please review policies here **********************************************************

  Unit can repaired free of charge but you must fill out an RMA ticket at fslaser.com/support and pay for return shipping.  This unit shouldn't take more than 2 weeks to repair.

  Customer response

  05/08/2023

   
  Complaint: 19947430
  
  I am rejecting this response because:

  I have already returned the machine and nothing they ever promised me has come to pass.

  1. The manual for this machine is not accurate and I had to call several times to get the correct information.

  2. This resulted in a huge delay as I tried to sort this out. Had they provided correct information in the manual, I would have known sooner that the machine was defective and could NOT be successfully set up.

  3. The delays caused by their faulty manual cause me to have to deal with it as a problem far longer than should have been necessary, which caused me to not be able to return it within their 30 day timeframe.

  4. I no longer trust or want to work with this company and want a refund. They are deceptive in their business practices.

  5. I feel that FullSpectrum is taking advantage of me because I am a senior citizen and they think they can get away with it. Though I am an older person, I DO know how to provide negative reviews on social media and how to hire an attorney to represent me.
  
  Sincerely,
  
  ***********************

  Business response

  05/09/2023

  Please review our terms and conditions and let us know what we can do that fits within those:

  Terms and Conditions (fslaser.com)

  Customer response

  05/22/2023

   
  Complaint: 19947430
  
  I am rejecting this response because: This problem has extenuating circumstances that are not addressed in the terms and conditions. I believe the company should take into consideration that the machine they sent me is defective and refund the money I spent. In addition, a responsive company would also refund the amount ($600) it cost me to return their defective machine to them.
  

  
  Sincerely,
  
  ***********************

  Business response

  05/22/2023

  Refer to previous messages

  Customer response

  05/24/2023

   
  Complaint: 19947430
  
  I am rejecting this response because: The response to refer to previous messages is not helpful. 

  The machine is DEFECTIVE, so the 30-day warranty is irrelevant. We did not even know within 30 days that there was a problem with the machine.

  Refer to OUR previous messages.
  
  Sincerely,
  
  ***********************

  Business response

  05/24/2023

  Please refer to previous response and review terms at fslaser.com/terms

  Customer response

  06/02/2023

   
  Complaint: 19947430
  
  Please refer to previous responses. Nothing has changed.

  We would like our money back.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased in February 2019, from Full Spectrum Laser. The Muse 2D (hobby series). I have had some electronic issues. I have requested from them to purchase either the control board, or the touch screen. I have contacted them. They have not returned emails in a timely fashion or none at all. Recently I received a email from them stating "********************* (Full Spectrum Laser)Feb 22, 2023, 9:00 AM PST Hello,Unfortunately, we would not be able to support or provide new control boards for the Muse 2D lineup as this is a old unit. Surely do apologize for the inconvenience here.*******,******"The issue that I have is that the product is proprietary. There are no aftermarket products to be sold anywhere. I have spent thousands of dollars on this product. It is only 4 years or less old and they have no parts. The other complaint is they have a newer product the Muse 3d. It has the simular control board and will not sell me one of those. They are trying to force/scam me into buying the newer model. I don't need nor want the newer model just the part. It is my opinion they are controlling the market on the product and scamming me into spending thousands of dollars more.

  Business response

  03/13/2023

  Unfortunately technology changes over time and we do not support machines more than 2 years out of warranty.  We did offer a tradein/tradeup program but unfortunately do not have parts for the older machines.  Changing your engine is simply not possible in your car without major rework and changing all the electronics out with different connectors / sizes also cannot be done cost effectively so our best option was simply to upgrade.

  Customer response

  03/13/2023

   
  Complaint: 19494881
  
  I am rejecting this response because: they use the same screen for their newest model. I had someone call in from ********** and was able to purchase the screen from them.
  
  Sincerely,
  
  *********************

  Business response

  03/14/2023

  Seems you got the parts you need so don't need anything further from **.

  Customer response

  03/14/2023

   
  Complaint: 19494881
  
  I am rejecting this response because: they purchased it. I met them online. They also needed the part. They posted it as a response that they were happy with the product. I'm being forced to buy a newer model that I do not want. Just sell me the 3d muse screen and ribbons like you did for this person. I should be able to fix what I have with out upgrading. I have people on the same forum telling me to buy a dremel parts or *** like others. Just sell me the part, I don't understand what the big deal is!
  
  Sincerely,
  
  *********************

  Business response

  03/15/2023

  Support will provide information based on what you had stated here but these are not the same machines or parts, they are different in build style. Again, we follow our terms and conditions and if a machine is not supported and/or out of warranty it may become more limited on which replacement items would be available.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order Placed November 23, **** Order #****** Amount of order $12,304 + ***** doc fee $249 Product ordered: 60W Mopa Laser with rotary attachment I ordered this machine and the first one that came in was in non working order. The company quickly replaced this unit with one that would turn on. Part of the contract of the sale was training for the equipment operation. The trainer couldnt answer the majority of the questions my operators had, and they were told to reference ******** and their ******** page. The machine also has operating issues, and has ever since we purchased it. I contacted the sales rep several times to speak to someone about returning the equipment for a refund, and he said he would have someone contact me. No one ever called or emailed back to help, or talk to us about our concerns. They have a 30 day return policy and we do not want to send the machine back now for fear that all our money would be gone, and we wouldnt have a machine. We would like this company to honor their warranty and allow us to return the equipment and issue a full refund for the equipment. I was willing to pay for shipping of the equipment back since they had been so quick to get us a new unit, but since they are not willing to even call us back we are looking for all costs to be covered by Full Spectrum Laser.

  Business response

  02/02/2023

  Thank you for your feedback. We surely do apologize for the issues you've had with the machine. We have updated you in fact regarding the path of a refund but since this is under a lease agreement we would need confirmation this is possible to proceed with a refund per the lease company. We've been in contact with your via our support tickets and answered your questions from what I see here and when we had various video calls it appears to have been working well.
  
  If a refund is allowed by the lease company this would be a refund based upon our refund policy listed within our terms and conditions.

  Customer response

  02/03/2023

   
  Complaint: 18972879
  
  I am rejecting this response because:
  

  I called to speak with a manager yesterday about the response that was given, and I was told that they were in a meeting and someone would call me right back, which never happened just like no calls or contact since this has begun. The one video training left our operators with more questions than answers. The rotary is not working correctly, the focus is not working properly, the height for the lens does not allow for material to be used on the rotary, the calibration is always going out, constant connection issues from the unit to the computer, the machine will not cut all the materials as stated when discussing with the sales rep before purchase, the raster settings wont work on any photo so all files must be vector format. I want to send all the equipment back because we have had these issues since we received it and have been trying to get it turned back into the manufacturer within the 30 day period as per their return policy, but I could not, and still not have been able to speak with anyone about this that has the authority to handle this issue. They are stating that the return is going to fall on the leasing company, but I am not dealing with a leasing company,  got a loan through a finance company, and their response when I told them that I was returning the equipment was

  "Okay, you are also working with a broker, but the vendor is your contact person. Thank you, ****************** | Finance Contract Associate"

  The equipment not working from the factory will fall under a warranty issue and we should be issued a full refund for faulty equipment. Having starting this prior to the 30 days, we are within YOUR requirements to be issued a full refund for all the equipment purchased, and that is what we are seeking for. 
  Sincerely,
  
  *********************

  Business response

  02/22/2023

  FSL honors all terms and conditions agreed by both parties here: ********************************************************** and **********************************************************

  "Our 40W/45W Muse and Hobby CO2 lasers have a 100% money back guarantee (minus shipping and handling costs) if you return your unit in like-new condition within 30 days of the date product was received. This warranty covers only the main laser unit and excludes optional accessories. If for some reason a part of the laser unit is damaged in transit, we will promptly send out a replacement part free of charge. We will also replace defective parts on dead on arrival (DOA) parts with complimentary shipping (except machines sold FOB *********) but we do not refund shipping charges on units returned for refund (includes defective on arrival parts/units).

  Due to their large size and effort in crating/packaging, our refunds for our Professional, Muse Fiber, Muse Titan, Muse UV, and MC Series lasers will deduct a 20% restocking fee plus shipping fee for returns if returned within 30 days in new condition. Any parts damaged in transit will be promptly replaced free of charge."

  If customer wants a refund we will provide it according to above terms. Since complaint was received before 30 days it is not a problem subject to restocking fees above.  However, we feel FSL can service the customer with the proper support and ensure he is successful but at the end the decision is up to the customer as we want to make every customer happy and follow our agreements.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November, we purchased a Muse 3D 40 watt laser from Full Spectrum Laser. Upon arrival there were several issues with the machine. 1. The water cooler plug had fallen into the water cooler case. 2. The transformer brick in the water cooler power supply was dead. 3. Full Spectrum's software said that our 3D camera is missing calibration files. 4. The laser tube needed to be replaced. My first contact with Full Spectrum about these issues was on November 14th, 2022. Tech support sent a new power supply and laser tube, they also guided me through attaching the water cooler plug. They were not able to fix the camera at that time. In December we purchased a rotary attachment for the laser. The cable connecting the rotary to the laser had a loose connection. Over the phone, Tech support said they would send a new cable. We have not received that cable yet. In November and December I exchanged 18 emails with Full Spectrum. Tech support has not been able to tell me when they will fix the camera. I have asked to speak with a manager several times but have never been contacted by one. I have emailed Full Spectrum twice in January but have not received a reply.We would like the cable that was promised and the camera repaired or the unit replaced.

  Business response

  02/01/2023

  Thank you for your feedback and we at FSL surely do apologize for the delay in responses during the holiday season and issues you are experiencing. We are going to get your issue resolved quite quickly and ensure you are happy with our products going forward and the support manager will be reaching out for resolution.

  Business response

  03/21/2023

  We're happy to repair your machine under warranty - we simply need you to supply your serial number and open a ticket through our website at fslaser.com/support and we will ensure you get priority.  You can reply back with your ticket number and we can look at it immediately. Ensure you include your serial number picture eg the ** code looking thing or we will be unable to locate it for repairs.

  Customer response

  03/24/2023

   
  Complaint: 18896999
  
  I am rejecting this response because:
  
  After Full Spectrum replied to this complaint they offered to replace the laser. It took them over a month to give instructions on how to return the machine. Once they received the machine, they claimed it was very used and are not following through on their promise to replace the machine. They say the problem has been resolved and they will ship the machine back but we must pay shipping. We are happy to have the original machine or a new one as long as it works. However, this should be warranty and we should not be charged shipping fees.
  Sincerely,
  
  *******************************

  Business response

  03/28/2023

  FSL warranty excludes shipping and consumables as stated here:**********************************************************

  It was covered under warranty and FSL repaired it for free despite significant wear and tear which is also excluded under warranty.

  FSL does not need to charge you anything for shipping - simply email us a return label or arrange to pick it up free of charge but FSL will not hire a delivery company on your behalf.

*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. ↩