Monport LaserReviews of monportlaser.com

Greetings - I ordered a G160 Mopa Fiber Laser from Monport Lasers on December 6, 2023. I was charged and sent a receipt. That was the LAST they made communication with me and to this day, some 2 weeks later they won't respond to emails or online chat messages. They simply don't respond. I have requested a full refund of my $5K laser purchase and still nothing. I would NOT purchase anything from Monport Lasers as clearly they have zero support.

Products may be good, I purchased the new Monport K40 Nano replacement board (V2) only to find out that it required a firmware upgrade to allow the Air Assist port to work. I was shocked to find that they ship a product with the advetised feature not working.I have contacted support at least 10 time (via email, help tickets and messenger) to arrange either to download the files to enable me to install or to arrange remote access support from the technical team. The latest was I needed to install Anydesk and send details, this done 5 days ago but still no contact. Posts to.their Official Facebook page raising concerns about service never get past the moderators. The quality of the support is the thing that distinguishes the best from the rest. I wish that the support team was as reactive as the sales team, the owner needs to understand that if they support existing customers these customers will sell the product by work of mouth. I will update this review if there is any change in the response from support.

I'm currently living in a nightmare. My 1yr. old 80W CO2 laser gave a water error message then just stopped. Found out US tech got Lyme disease so he could not be reached. Took 3 days for China to TEXT - yes TEXT - me back. Told me to get a part from Amazon. Replaced it but laser still did not come on - just controller. Then POP -electrical smell. What was on now became dark. Another nightmare of TEXTING with China. Now sending power supply which will take up to 10 business days!! This is unacceptable when you are a business and orders to fill. Then they want me to install a very scary looking PS - no instructions nobody to call for help. And then I still don't know what caused it to overload and how to prevent with new one!! A HORRIBLE HORRIBLE EXPERIENCE. I have no idea if I'll ever get going . . . . in tears!

I purchased a 20W with no issues and it worked great! I was so happy with the 20W I wanted somthing with more power so I bought the 50W. It is on the exact same platform just with more juice. When it came in I noticed there was electrical tape on the back of the wire connection to the laser and another taped area to the power supply connection! This was supposed to be a new machine! Once fully out of the box I noticed a large scuff on the bottom edge of the power supply tower and screw marks from someone over tightening the laser housing. I began to assemble it to see how well it worked when I noticed the laser housing sounded like there was a ball bearing rolling around in it. Upon investigation I found a set screw loose and the missing location it should have been in. I proceeded to assemble it and once I was ready to turn it on I noticed the last power button didn't want to turn on. I pushed it a couple more times and it stayed on. Now I'm not sure if it was me or I was thinking I received a broken machine but when I began to try to burn on brass I couldn't get a dark line to save my life. This should have been a more powerful machine, not weaker! It has the 300mm lens so maybe this is not possible even with a 50W, I don't know. The 20W and 200mm lens works great! When I went to try some more burns I couldn't get the last power button to stay on anymore! With that said I tried to contact Monport Service to get some help. THATS WHEN THE PROBLEMS REALLY STARTED. I have been trying to contact them since 5/9/23 and continue to get not help! They asked "Please tell us your issues in details about order". So I did. I sent photos and video. They took days to even reply. Once they replied they asked again to send photos and video. Strangely enough they even started texting me only to say that the after sales colleague will get back to me asap. After many more texts I still haven't been able to get help. It's 5/23/23 now and yesterday I sent the photos and video again! As of 5/25/23 still no word from their service department. I also tried to send a message on the website chat with no response. I then tried to call the "USA-based Technial Support" (Technical is misspelled on the website). The voicemail answered so I left my name and number, but never got a call back. I did however get several texts (again) to reassure me they are working on it. Them - Yesterday 6:43 AM Please do not worry about it We are checking the reason with factory now Please do not worry about it, we will be responsible for any issues. It may takes some time, please kindly wait it and thanks very much for your cooperation and continued patience. Me - Yesterday 6:43 PM How much time? It's been two weeks. Them - Yesterday 6:43 PM Sorry for any inconvenience may caused we will offer you a reasonable solution once confirmed the reason. I am urging them on my end now. I purchased from this company because they had a Seattle based address that's very close to me. I don't believe they operate out of Seattle at all. I did see that they do ship out of Southern California. 5/26/23 Received notification of a FedX shipment in route. arrival date next week.

Purchasing the laser was great. Monport shipped the laser and it arrived exactly when they said it would. After using the laser for 2 months it stopped working. This is when the trouble started. Monport’s support is the worst customer service I have ever experienced. To date it has been 3 weeks since my laser broke, and they still have not repaired or replaced the laser. No parts have been shipped and I have no idea how much longer my $5000.00 laser will be sitting there unusable. Their support team takes days to reply to emails and the information they give you is very limited. I generally get vague one sentence responses. They have asked me to remove parts and test them without providing instructions. Sometimes they send a video showing how to do what they are asking for and other times they do not. I have had to purchase tools to perform some of the troubleshooting steps they have asked me to complete. Overall, it has been a slow process that has cost me money. Honestly all of these steps could have been completed in a 30 minute phone call, but going through email it has taken weeks. I hope they finally honor their warranty, but I guess only time will tell. I do not know how good the customer service is with the other companies that offer these lasers, but they definitely cannot be worse than Monport. Update: Sadly, my laser is still not functioning, and I have not been sent the replacement part. I thought I would give an update on my progress working with Monport. Two and a half weeks ago the support person I was working with asked me to get a meter and send a video of the voltage levels of the 3 power supplies. He told me that once I sent the video, they would know the issue and “we can arrange a replacement immediately”. I borrowed a meter from a friend and sent them the video they requested. I thought everything was good and I waited for the tracking of the replacement part. 5 days later they asked me to send a picture of a sticker on the side of the bad part and told me that as soon as I sent the picture, they would ship the replacement part. I asked them how I would return the broken part and I was told that a label would be sent with the replacement so I could return the part after my laser was working. Removing the part to take the picture required long hex keys that I did not own. So, I went to the hardware store and purchased a set. I removed the part and sent the picture. 3 days later they reached out to me and told me that I had to ship the bad part back to them before they would ship the replacement part. I told them that it has been over a month, and I did not want to wait for them to receive the part before they shipped my replacement part. I knew that this would take weeks and I just wanted to use my laser. They told me that once I shipped the part and sent them tracking, they would ship my part, so I did not have to wait. It has been a week since I sent them tracking and they have not shipped the part or provided tracking for my replacement part. The broken part is arriving at their warehouse today. Either Monport has no idea what is going on or they have been telling me lies. I am not sure which is true but again I would caution anyone considering purchasing from this company. If something goes wrong with your laser you will have to fight to get any type of support. At this point Monport has my laser and my $5000.00. I really think I have been robbed. Update: Monport reached out to me and offered me a $20.00 store credit and access to some cut files if I removed this review. I am appalled that instead of resolving my laser issue they try and bribe me to remove the review. I told them that once my laser is repaired I would consider updating the review based on the experience I had with them moving forward. Update: 5 days ago, Monport sent me tracking for the replacement part. I was excited because I knew that even if it takes weeks to ship from China at least I would know that the part was on its way and my laser was going to be fixed. Unfortunately, the tracking has not been updated since being created. It never changed from the “Label Created” status. It looks like Monport has not shipped the part and they are not responding to my emails or texts asking for an update.

I bought a 50w laser because I didn't want to shell out 5 to 8K for a Thunder Laser. Big mistake on my part. Mainly due to almost no US based support. With regard to accessories support, there is none. I just received a 4-wheel rotary attachment. It doesn't work. Can't get support. I had to replace a tube for mine. I will get them a thumbs up for packaging and shipping of the tube. But short of that, I should have gone with Thunder Laser. Buyers beware!

I ordered a Monport laser tube due the fact that they are a US company based in Seattle, WA, inventory shows products in stock, and the competitive price. The order was placed in the end of February which created a confirmation for shipment of a part from china. I've now learned that Monport is located in China and the Seattle location is mearly a mail/PO box location claimed as the business address. Nearly 1 month later I have lost business and hope that I will ever see the laser ordered due to it not clearing US customs.