OMTechReviews of omtech.com

literally bought a 20/28 system with chiller, inline and lightburn with extra lens. then literally 3 days later you guys offered a fathers day sale and then a july 4th sale with 600 off. i wrote to ask if since i was so close to the first offer if i could be given the discount since if i would have known i would have totally waited. i was told immediately no and it wouldnt happen.... so yea any other company would have made that happen and i hate the fact that you guys shot it down no question. and fyi i even said i wouldnt expect the full offer but anything to alleviate the sting of seeing everything i just bought on sale the very next few days. i love the laser and i would speak better of you guys had you not been so immediately quick to shoot that down

It’s a pretty machine. Hasn’t worked for weeks. I only got to test it in two small projects. Tech support is painfully slow. I would not recommend purchasing unless you have patience and months to figure out how to replace parts. Still hoping it will work one day.

No customer service

Have not been able to use this at all! Keep getting an error, will not connect, and now I have to pay $50 to figure out why!

After more than four months of troubleshooting and replacing components, we finally gave up and sent our 70 watt CO2 laser back to OMTech. Worst consumer experience of my life!

After much hesitancy I've decided to re-review my experience with Omtech, in hopes that other potential customers can view this as helpful and a way to better make a decision between laser brands. As of right now I wish I had gone with a different company, spent the extra money and received what many tell me is superior customer service. I purchase a 60w laser, a fume extractor, water chiller and rotary attachment. All together the largest purchase/investment I've made into my business since I started in 2018. Do I love having a laser? Heck yeah! When its up and working I've loved creating new designs, cutting off production time on pieces that I would normally cut by hand, and diving into new product categories with acrylic, metal, rubber and leather. Do I love having an Omtech laser? The answer right now is a hard no. I purchased in August 2021, but didn't actually even turn on my machine until after busy season had passed in late December. Right away I had issues; Leaks from the water sensor. I called Omtech, was directed to send them pictures/video and email them, so I did. Even after clearly seeing that the leaks were coming out of the water sensor and had nothing to do with my actual chiller they had me troubleshoot this for what felt like a week, through email. They are on pacific time if I'm correct and Im in New England. So there's a few hours difference but for whatever reason they means I only get one response per day if that. Their responses are always to do the same exact thing they already told you to do and see if there's any difference. This is their way of troubleshooting every single time I've had an issue. Over the phone its hard to understand anyone I have spoken to, and they offer virtual assistance that you have to pay for? This seems weird because wouldn't it make your business 1000X better if customers could show you in real time what the issue was and get your feedback immediately versus sending pictures and waiting days for responses? In that instance I just blatantly said my machine is under warranty, just send me a new part. I've had several more issues that I've briefly cover since Im limited on characters here... Following that, I had a power loss over a period of time, my machine completely shut down with a cooling issue which took them 3-4 weeks to trouble shoot with me. They didn't solve the issue, which resulted in my laser tube bursting. They did graciously send me a new one even though I was out of my 6mo warranty on that. When I was changing it I realized that issue was from a faulty washer that was never punched through up near the laser tube that they never had me check. My air assist crapped the bed which resulted in flame when I cut, when I asked for help they told me to just keep cleaning my air assist, which was multiple times a job to keep it running. Eventually my laser caught fire, luckily I was there to put it out with minimal damages. I upgraded to a compressor for my machine and had to replace tubing and my red dot laser at my cost. This past week I hit auto focus on a piece of acrylic, instead of the laser stopping and adjusting there was some sort of malfunction and the honeycomb bed keep moving up, completely distorting my mirror three and laser head. I thought I moved it all back into place only to realize I have no pulse coming from my laser head and a broken mirror three. Yet again I called, explain the situation, they requested video by email, and I have received 1-2 responses each day for a week, each time asking me to clean my mirror.... after already telling them the whole thing was bent, aka I need a replacement. To top all of this off, during these long wait times for help, I've been out of a laser and have had to refund thousands of dollars worth of work between all incidents. Even after expressing the timeliness to each employee every time they say nothing. They don't even acknowledge it, no "we're going to get this fixed as soon as possible" "can we send you a replacement in the meantime" ect. I am now days out from the biggest even I am part of each year, an event where I make a quarter of my earnings for the year and I have unfinished pieces just sitting with no laser to finish them and a week wasted on running around in circles. I understand that a machine like this is a huge learning curve and problems will arise, but I feel like I received a machine that wasn't quality checked and have gotten little to no support from Omtech as a new laser owner and user. Original Review: March 2022, So far we've purchased a 60W laser, water cooler, fume extractor and a rotary attachment, all from OMTech and I'm so impressed with their products and the time customer service when needed. Their youtube is also a great place for resources when it comes to seeing hands on explanations and tutorials for the laser and accessories. Highly Recommend

Just recently purchased a laser from OM Tech. I was able to get in touch with them during the process but after the money went through they never have any available agents to answer calls. Not even just not answering calls I haven't received any type of confirmation on their end with some sort of tracking or a simple email thanking me for my purchase. Another thing too is the automatic phone service says leave a call back number so the next available agent can get back to me, never heard from anyone, the chat on their site doesn't respond either. This real crazy OM Tech

It seems that OMTech customer service is very poor in responding back after you call them and leave your phone number for a call back. Even sending an email and waiting for a response is poor. I am almost ready to ask for my money back!