OMTechReviews of omtech.com

The first problem was with the Laser, the Guide laser (red dot) wires were pushed (forced) in beside the pins in the power connector. Friction was all that was holding the wires. The red dot didn't work. I was moving the wires in the power compartment and noticed the red dot flash on & off. I had found the problem, I spiced the wires to the two power supply wires. I have never seen a product leave the factory this way. Second was the CW-5200 chiller. I filled it with distilled water, connected the flimsy tubes from the Laser and turned it on. It ran for 5 seconds and quit, totally dead. There is NO fuse as the manual states. After several emails it was decided it was dead. I returned it at my cost. Three, I was dumb enough to buy another CW-5200 chiller as soon as I got my refund. The display buttons won't work as instructed. I can't get the chiller in constant mode. I spent over 3 days off & on squatted on floor pushing the buttons as the manual and Omtech support instructed and finally yesterday somebody decided I knew what I was telling them (I sent pictures). The chiller has a defective thermostat/controller. I could never get it into function mode to change the settings. As of today I have a wait of 2 weeks? to receive a new thermostat that I will replace. I have 42 years in the electronics field as an engineer in maintenance of mainframe computer, PCs and all the associated equipment. I am disgusted with the 3 Omtech products that I bought are haphazardly assembled. There is NO quality control. Omtech you are telling a story when you say your products are tested and quality control has improved. I am out the cost of the first chiller return and still haven't used my laser but for maybe 45 minutes total. A few minutes at a time because of no cooling. I didn't mess with a water bucket, that is why I spent the money for a refrigeration chiller. So I now will wait for the thermostat and hope it is a good one. And the replacing it is not a 'no instruction' job. In the mean time I will play for a few minutes at a time but no real serious work until I get the chiller doing what it is supposed to do, chill the water. My experience with Omtech products have been a nightmare.

Bad service.. after one month and nothing about the machine.. stupid service..

It took weeks of email dialogue with very clear descriptions and actual pictures of the parameter I was inquiring about before they finally told me that they couldn't supply the solution to my problem. This could have been easily stated in the initial few emails, but no, they kept giving me an answer for an unrelated parameter. I wanted the password for my machine to access the "default parameter" feature. And they kept trying to give me the password for the "default reset" feature. Okay, so YOU asked for this review by emailng me directly. I didn't go looking for this. You want the truth? This was my "experience" with customer support.

I've had my laser for 4 months and never got any of my 3 computers to recognize it. I'm going to bye a different brand and consider it a lesson learned.

Power supply broke and new one still isn’t here.

I have had the worst experience with this company that I have ever had with any. My machine was basically lost in transportation, and communicating to the company was incredibly difficult (but at least they answered the phone for that one.) once I finally located the machine on my own and redirected it to my address, it came extremely damaged like I got one that was dropped off a shipping truck or something. After that, I have never successfully gotten a hold of the company for an on phone conversation, but instead had to wait a month for a reply via email. After that, they still only wanted to refund me less than 300 dollars on my 6500+ dollar purchase, and I have never been able to successfully get the machine to fire, as I think the laser tube must have been damaged in some way during shipping. I have asked for help and got nothing but crickets. They only want a video of the damage to contest a further refund Id imagine but not a single word to how I can get my machine up and running. For having purchased one of the larger CO2 lasers, I'm pretty shocked at the level of customer care I have gotten. (Basically none.) I am incredibly busy and the fact that I can't even get a call from the company is pretty frustrating. I went out of my way to contact them for months and not a single peep except about the refund money. I wouldn't even care about the extensive damage to the body if the laser actually fired, but alas, I have not even been able to get it to test fire. I would not recommend this company unless you plan to do all servicing and answering of questions yourself. Everytime I called their "customer care" it rang and rang till an automated voice simply hung up on me. I'm a single dad and dont have time for endless petty emails. I like to talk with humans but from my experience, I'm not sure if any work at OM tech. I felt like I was sold a damaged laser that fell off a Chinese shipping container. The largest hoodwink I've ever fallen for with no way to pursues the company at all.

I received an email wanting to hear of my experience with OMTech laser. You asked, here it is. Waste of time & money. I bought a 50W 20x12 laser last January 2021. I have yet to use the machine. I’ve had many conversations with OMTech laser customer & tech support both in the US & foreign offices. So many over 10 weeks (Jan-Mar. 2021) I finally gave up. I received minimal service. 1st issue was laser alignment out of crate. My laser had fixed mounts, not the adjustable type as described in owners manual. I had to remove & shim mirrors (parts bought at my expense) to align laser. Laser advertised a RuiDa DSP controller, the laser shipped to me had Ryxon KT332N controller. A cheaper knock off. Bait & switch??? I had issues with passcode. The keyboard was locked out, X/Y gantry would lock in start location, machine would not operate. I had several communications with tech support, well documented, got no resolution. It seems tech support did not know their own passcodes. I finally got a response that some functions were locked out to keep owners from “messing with them, so Tech support would not have to address answering questions.” Go figure, it’s my machine, I paid for it, why shouldn’t I know how to operate it. I ordered an Auto Focus kit with this laser. It turn out the AF kit was not compatible with my laser. Come to find out the laser I purchased was a discontinued older model. It had no provisions for an Auto Focus. There was no explanation or description in any sales info of which models the AF kit was compatible with. I will have to make intensive modifications to the laser frame & case for the AF kit to work. Includes drilling, sawing & removing sheet metal. Which would void any warranty. Which, as far as I’m concerned is worthless anyway. It was advertised the controller was compatible with .CDR (Corel Draw) format. Not so. I have to convert to .RD files to use Lightburn. I have .CDR files that don’t copy. They get corrupted during transfer. I purchased the Lightburn software tutorial pkg off the OMTech site, from a 3rd party vender. The download is extremely large. There were issues with corrupted files during download. I finally gave up, wrote this experience of as a bad lesson & moved on. As I said to begin with, I have not been able to use this laser since delivery on January 15, 2021. A $2000 block of blue/white metal is sitting in my house. I have no explanation why I’ve had such misfortune with OMTech Lasers. I’ll not use this company nor recommend to anyone.

Never got it working and support services seem to change to a subscription service after I purchased my unit. I will delete review and try again, hopefully I can get this up and running. I was just frustrated by the lack of support as I expected more. Thank you.