Atezr.comReviews of atezr.com

Their customer service is the worst I have experienced in many years. On the third day of use, the machine was working at 50% power in engraving and cutting. After sending countless emails and videos without receiving a coherent response, I requested the RMA and the return of my money. Since they ignored my claim and stopped responding, I sought PayPal protection but unfortunately, they only protect you if the paid item is not received, but not if it is defective. Based on this experience, I recommend not buying these machines if you need technical support or a warranty for the sale.

Laser working to 50% power and poor customer support! I ordered an L2 24W laser after watching several YouTube videos raving about this manufacturer at the beginning of August 23, to replace a 10-watt laser I had been using for quite a while. It was delivered on the 16 August. Assembly was quick, fit and finish is really nice with a really sturdy frame. I used the laser for about a week and then noticed it was tripping out on full power, so i emailed support on the 6 September 23, stating that the laser was only working to 80% power. After the third email they finally responded and like others i was instructed to send a video of the problem and the parameters that i am using in Lightburn to tech support. We went through several different suggestions on how to fix the problem, nothing worked. Note that it takes 24 hours to get a response, (sometimes they even answer the question you ask) due to the time zone difference. After numerous emails back and forth, tech support finally agreed that there is an issue and the motherboard is defective, they say they will ship sometime this week. In the meantime, the auto focus has stopped working, as someone else commented the z-axis motor is erratic it just moves up hits the top limit and stops, not a great problem as i have now disabled auto focus (which was very hit and miss when it was working). I have also asked numerous times for return instructions which have been ignored. I have also pointed out that the issue started within their stated 30-day return window, again this was ignored. I have recently negotiated a partial refund of $125 which I have received. I am still waiting for the mother board! Received the part (SCD000416_PJ22) 27 October. I fitted the part to the laser module, this has made no difference to the laser. It still does not work above 50% power. Sent yet another email to service “I am getting really fed up with this machine. I do not want any more replacement parts, and as stated before I just want a pre-paid return label to enable me to send it back for a full refund. I have the box and inserts supplied originally” Service 6 November 2023 03:20 Dear valued customer, Thanks for your message. My pleasure to service for you. As the accessories have indeed been sent. We are also very willing to provide you with additional refund compensation and extend the after-sales period. I hope you can reconsider. Returning the goods will also take a longer time. After replacing the accessories, the product can be used normally, and we will also compensate you for any losses. Yours Sincerely, Ricky Customer Service Department I stated again I did not wish to fit the new board I just wanted to return the faulty item, they ignored my request. The final email I received on the 21 November Service 21/11/23 08:05 Dear valued customer, Thanks for your message. My pleasure to service for you. If you insist on returning it, you can do so yourself. We have provided you with corresponding accessories for replacement based on your question. Generally speaking, the product can be restored to normal use after the accessories are replaced, but you are unwilling to make the replacement. Yours Sincerely, Ricky Customer Service Department After over 36 emails (all logged and saved) to support they have finally stopped responding, Since the 21 November I have sent two further emails asking for a pre-paid return label, these have been ignored! Customer service emails always start with "Dear valued customer" which is really annoying as this is just a standard response, if you were valued, they would have sent the return label when it was requested. I do not feel valued in any way. I have paid over a thousand pounds for a machine which is deteriorating every time, I use it. I have now stopped using the machine and re boxed ready to send back, in my experience I would not touch this company, I would urge anybody considering buying to fully read the returns policy before they purchase anything. Thank you for your speedy reply. A small circuit board was supplied and I did fit this part, as it was easy to access, but it didn’t make any difference to the issue. You then said you would supply a mother board, I stated in one of the many emails over the last 2 months that I did not want this board as I did not feel confident to fit it as I am not an electronics expert, and I just wanted to return the faulty goods. The board arrived anyway. I informed you that I have not opened the packaging of the board and again stated I wanted a pre-paid return label. The machine and board are securely packed in your original packaging waiting to be returned.

À FUIRE surtout si vous n'avez aucune notion en électronique !! J'ai acheté une atezr l2 24w qui n'a fonctionné que 3 jours. J'ai contacté le service client en envoyant photos et vidéo. Au bout de 10 jours (des gens sur les réseaux sociaux ont trouver le problème en 3heures) le service client me dit d'ouvrir le boîtier de la machine pour faire des tests avec un multimètre (chose que je ne possède pas). Je leur répond que je n'ai ni le matériel ni les compétences pour faire ce qu'il me demande. Après plusieurs échanges de mails répétitifs je leur donne 3 possibilités : 1. Échanger toute la partie avant de la machine 2. Échanger toute la machine 3. Renvoyer la machine et me rembourser Leur réponse sur 4 mails consécutif : "nous vous envoyons la carte mère si vous voulez" Ma réponse à ces 4 mails : "je n'ai ni les compétences ni le matériel pour faire ça. Envoyer moi l'adresse pour faire un retour de la machine et me faire rembourser" Je n'ai toujours aucune infos pour effectuer le renvoi. Le service commercial ne répond pas au mail que je leur ai adressé il y a quelques jours pour leur demander de résoudre mon problème avec le service technique. Résultat : 1150$ de dépenser dans une machine qui n'a fonctionné que 3 jours. 2 mois se sont écoulés ! En décembre j'ai enfin pu retourner la marchandise. 1 mois plus tard je ne suis toujours pas remboursé.

I would like to point out that I can document what I am writing with the emails sent to service, after just over 2 months the machine stops working correctly, it starts cutting a vertical line at every job, an email exchange starts with the assistance, in which I send several videos with the problem (therefore documented!), after weeks of back and forth they write to me telling me to use it to cut images as small as stamps and possibly simple, now I have spent €1100 for something unusable, assistance terrible and horrible products, I give you some advice, DO NOT BUY ANYTHING FROM THIS COMPANY, because the day you need assistance you will be left ALONE!

Received the laser fast for my area. After assembly it seems to be a decent quality machine. however the laser module was not performing as described and advertised at all. Contacted customer service and they got back to me overnight (major time difference between us). They requested photos of items I was trying to make and software setup and parameters. I sent this via email. That was the last contact from them. I have messaged them a few time with no reply's since then. Update 10-20-23. Atezer has decided to send me a new Focus lens. this was on the 10th. as of the 20th I still do not have the new part. I hope to get it soon, but I do not expect it anytime soon. I have tried to get Clarification of which lens is the focus lens, of the two that are on my laser. The lens that is easy to get to and replace looks good still. The Lens that appears to be more permanent up in the module slightly, is clearly damaged. I am hoping that is the "focus lens" they are sending. I added a star because they do seem to be trying to help. I will update again after part arrives and i see if it is fixed or not.

Ordered an L2 36W laser which was delivered promptly. Assembly was quick, fit and finish is nice, but the laser head wouldn't move as expected in every direction - basic home function failed with no obstructions and it moves freely by hand. Sent a video of the problem and a detailed list of troubleshooting steps completed to tech support. It took a while to get tech support to agree that the unit was defective but wouldn't provide an RMA despite being within their return policy window. It took a long time, but they made it right.

Had an issue with trying to find a new lens for my Atezr p10 and contacted the main office, I didn't yet need a lens for the laser but wanted to make sure I had a backup just in case as they are the most common thing that needed replacement, They contacted me back and offered me a free replacement lens and shipped it out and I received it in the mail a week later, was very happy with the response and speed.

the whole sales of my printer and the speed of the delivery and how well packed my parcle was a big well done to Atezr.com