Brian O.
Broken laser, long resolution
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.
Response from Atezr.comOct 20, 2023
Dear customer We deeply regret the inconvenience caused by the product issue to you. When you first raised the issue with the product, we provided feedback to the technical personnel for confirmation. Finally, it was confirmed that the motherboard was damaged. We immediately contacted you to inquire if you are willing to accept us replacing the motherboard accessories for you. This will solve the problem. But you expressed concern about the delivery time of the accessories, and we have also promised to send them out to you in a timely manner, and are willing to compensate you for the logistics delay. But you did not agree to the solution. You have subsequently stated that you need to return the product, and we agree that you can return it, and we are willing to refund the payment to you after you return the product. As you did not return it, we did not issue a refund at that time. At present, your payment has been deducted from our account. Regarding the inconvenience caused to you during the problem-solving process and the issue of the product being unusable. We deeply regret it. We will strengthen communication with customers regarding product issues and strive to provide them with a satisfactory response.