Epilog LaserReviews of epiloglaser.com

Epilog sells expensive equipment, They used to have a great customer service, But now, instead of having top notch customer service, now you have to contact them through a ticket system, takes forever for them to answer, if you are lucky they will respond next day, and if you contact them back it's another day wasted. Not to mention that a few days ago, I requested a live demo of a machine, instead they sent me a video of a piece being engraved, really?? With so many options nowadays, I don't know if I will buy from them again.

Terrible experience with Epilog Laser. Machines are increasingly unreliable, and when something goes wrong customer service is awful — no phone support, just endless back-and-forth emails with a full day between replies. What should be a quick fix can take weeks to resolve. With unreliable equipment and painfully slow support, I can’t recommend buying from them. Update to response: Epilog actually responded to this review quicker then the response to my help request. If there was any question about where their priorities lie its to get ahead of bad reviews at the customers expense.

For starters, their email ticket system for technical help is abysmal. They rarely will get on the phone. So, you have to use email and wait for a response. An initial response could take a day or more, only to be replied to with a question you have to answer by email and wait again. My last two tickets were open for 2 weeks and the other 1 month. Only when complaining on social media do I receive responses. Most recent ticket opened on 2/20/26. It had remained unresolved because I have waiting almost a week for a reply (again needing to complain on social media on 3/18/26). Now, I'm being told I have to buy a new tube. As for the laser tubes. They do not last! I have been a customer with Epilog for almost 18 years and the tubes have gotten worse and worse. I currently have a 75W EXT. They fail just out of warranty (2 years). They last one I purchased was less than a year, each replacement then lasted less than a year. So, Instead of getting a good working product which should run 3-5 years, you get poor quality which diminishes rapidly, with each warranty replacement failing, until your 2 year mark, where you are expected to purchase a new tube for over $3000. For the record, my first tube lasted 8 years and progressively last much shorter, each time. I have been considering a new machine. But now, I can not purchase from them again. UPDATE: Because of costs, we were forced to purchase a new tube, rather than go to another company for a new machine. $3100. I will echo another reviewers update. Epilog is horrible at responding to problems. But fast to respond at a negative review. In my case, I'll go a step further. I put in a ticket to buy a new tube. It took a day to gwt a response. But they processed my payment immediately (5/15). They shipped the laser Monday (5/18). No tracking until we went back and asked. Got it (5/19) about 11:50am. Immediately tried to contact them about a potential tialnprobkem with the new tube. Sent a response to the payment ticket, opened a new ticket. Nothing. Got an email saying I need to send the old one back. No acknowledgement of my problem. I responded to that email as well. It's now 5/21. No response. They are fast to take your money, then leave you high and dry when you have an issue.

Great lasers. Meh service.

I have had two machines for many years. The hardware is ok but you get absolutely zero support when things go wrong. If you are in a hurry to get product out you can get a new laser before you even get an acknowledgement from their support team. I see them at trade show fully staffed with salesman, Maybe throw some of those guys in a support roll.

I will give you a review. My review is WOW! Why did'nt i do this 10 years ago! The epilog Edge engraver is amazing and easy to use. This is a game changer in my business.

The training and willingness to work with me on the shipping. Sean Healy is awesome answered all my questions on the spot and still does when I call or text him. That Laser is like brand new and is so fast. The ability to download settings, import settings, create and save settings is a huge time saver. Keeping track of the Z height for the next time decreases set up time substantially.

Austin is phenomenal SME. He not only resolved the issue at hand but also provided a quick tutelage for a real time job followed by providing me link to Epilog training videos.