ComplaintsforThunder Laser USA LLC

• Initial Complaint

  12/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased and was delivered a **** 63-130 laser in February, machine has been having problems cutting across the entire bed since April/May. I keep getting the run around with their support, even though the machine is still in warranty. I have followed all of their advice, checked alignment, cleaned/replaced mirrors, leveled the bed. They keep sending me emails going over the same things I've paid for assistance with another thunder user ****** ****** and he didn't know how to help either. I have requested on site help and they keep ignoring thy request. The machine is under warranty. I have followed all of their help links and the machine still does not work. I have not received the proper support in this and just received a message that was help ticket was closed.

  Business response

  01/27/2022

  Regarding the above Complaint: ******* ***** DID IN FACT purchase a **** 63-130 12/09/2020 and it was delivered 02/2021. ******* ***** utilized our Tech Support on many occasions starting on 02/15/2021 upon delivery regarding "new user" questions. Our Tech Team has put on our website a plethora of information on specific details from opening the Crate at delivery to the most complex situations yet still remain available. 02/15/21 @ 03:13 pm CST ******* ***** reached out to our techs for a minor user issue; tech responded 3:17 pm CST resolving her issue. 02/19/21 9:00 am CST ******* needed tech help on 1 hr free training; tech resolved. 02/19/2021 . 02/19/2021 @ 10:52 am (after the one hour training) tech resolved issue @ 11:11 am. 02/22/21 8:41am tech reached out as courtesy.  2:32 pm ******* reached out regarding parameter settings; tech resolved 02:38 pm. As you can see this type of correspondence continued for months with our techs being very responsive within minutes of Ms. *****s numerous support tickets and any questions ******* ***** submitted.

  PLEASE NOTE: On 05/18/2021 ******* ***** was so impressed with the Laser that she requested to ORDER ANOTHER **** 63-130 of which she put a deposit on 05/18/2021 to hold the laser with her name on it. See email from ******* :

  From: ******* ***** <*************@yahoo.com>
  Sent: Tuesday, May 18, 2021 5:20 PM
  To: Rebecca - Thunder Laser USA <***************************>
  Subject: Re: TRACKING NUMBER
  
  Hi Rebecca! 
  I’d like to initiate the process for the 63/130. What do I need to put down in order to get the ball rolling. 
  
  Thank you! 
  
  P.S. I got notification that the rotary will be delivered today! I was expecting much longer. Thank you so much! 

  We requested the Remaining Balance on this laser on 10/04/2021 and at that time ******* stated she was having cutting issues with the laser and support would not contact her. I contacted our support techs and they provided me with PDF records of a small binder filled with requests and responses to all submitted tickets in a timely manner and not one ticket submitted was never responded to . I can forward the PDF  upon request if you would like to keep with your records. It seems as if the issue she was having with our laser was user complications not the laser itself. We stand behind our lasers and warranty them for two years. We have never had any issues with the thousands of sold. Our Techs have been over accommodative to Ms. ***** throughout her months of owning the laser. 

  
  With Covid it has proven troublesome to coordinate an in house visit with ******* however our tech responded to her latest ticket stating he would accommodate an in house visit on 12/17/2021 and ******* DID NOT RESPOND  to that accommodation offer. Then we learned she had turned us into the BBB not too long after that. 

  
  I would humbly ask you take a look at the details above to make a collective decision that ******* *****S complaint regarding our failure to respond to her requests as that complaint and her accusations are grossly inaccurate and false.

  
  We will continue our exemplary customer service and support to all our customers including Ms. ***** We have a 5 star rating for a solid reason. 

   

  ******PLEASE NOTE OUR TECHS CONFIRMED THAT WE WILL BE SENDING A TECH TO ******* *****'S HOUSE FOR FREE OF WHICH WE NEVER DO. ******

   

  Thank you for your time, review and consideration on this erroneous complaint. 

   

  Any questions please feel free to contact me anytime. 

   

   

   

   

   

   

   

   

   

   

   

   

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