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.

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.

We have an Epilog mini 50 watt. It has been a terrible machine and the tech support is not good. We are forced to purchase a new engraver, it has never run correctly and we’ve replaced many parts. The laser just turned 4 years old. Never again!!!!

We have a Fusion Pro 48, and is the worst laser machine in my opinion. It was delivered with the X-Axis Motor broken. We contacted Tech Support, which was terrible with getting back to us (everything is documented through emails with Epilog). When they finally did, they sent a replacement, it too was broken, so they had to overnight another replacement. The technician who came out after we received who set-up the machine after we had installed the replacement worked very hard to get the machine calibrated, it held for a bit, but cannot hold the calibration making it almost impossible get a straight line, even on our power/speed/greyscale tests. Both the engraving tables are warped, so again, calibration impossible as it won’t stay level. Top of glass on the laser it is absolutely level. There are slats where the engraving tables sit, are level, but put in the engraving tables, nothing is square, and they ‘rock’ side to side when touched. We are going into year two and frankly rarely use it (less than 20 hours) because it won’t calibrate. We are trying again, and after trying everything again, it still won’t calibrate. Almost everyone we have spoken to the have this machine are very dissatisfied, and all feel duped and have similar nightmare stories. This is the model that was rushed to the market, and has never fixed the problems of the model. Class-action lawsuit is definitely a possibility. Good news, we have a Mimaki UV printer, and love it, and have focused on that side of the business.

These guys sold us a machine that broke down immediately and didn't stop breaking down until we rid ourselves of the problem. They even replaces one completely and still they broke. Poor craftsmanship on the gantry where it constantly broke down. We didn't even use it as much as they're designed to be used. They tried charging me 1100 to come repair it after only a few months of use and several breakdowns. After being considered a lemon, they refunded me but this is where they really played dirty. They agreed to full refund but in the end kept a little shy of $1000 of my money and refuse to return it.Nasty company, poor quality and horrible customer service.

Epilog lasers are absolutely garbage. I have owned one for less than 4 months and have had a complete replacement of one machine and 4 more replacement of Motors and laser arms and heads. It's cost me so much money and stress. Stay far away. I bought a brand new $20,000 machine from them. They want me to disassemble an entire gantry and rebuild it or pay $1200 to have it repaired while under warranty. Stay far away from these guys. Their machines are absolute nightmares. All I do is cut 0.2cm material for about 3 to 4 hours a day lol and it breaks down constantly.