OMTechReviews of omtech.com

My rating is as of this moment, where mt two week old machine is down awaiting parts. When I received the machine it looked well built with cleanly installed electronics and wiring. The machine had a failed safety interlock on arrival but the laser alignment was right on. I do not like the free floating grid that does not have a 0,0 alignment edge. Having to have to contact technical support several times has had mixed results. First line support was mediocre resulting in a 24hr wait for next level. Was also directed to a email based support. The next level was much more knowledgeable and helpful. The email based support is useless unless you don't mind that they truly do not read your descriptions and then send your meadorce responses every 24 hours. I guess if you have a month or so you might get somewhere.

I'm unable to write a review on this product because I have not received it yet. Its going on a month and I haven't got anything. I'm aware Omtech doesn't have anything to do with shipping of the product, but the company they use to ship is a representative of their company. I'm a small business and this has drastically hurt my company. I'd be happy to change my review once/if I ever get it and use it.

Customer service for UK customers is beyond poor. 24 hours at a time to get a response to any emails, no phone number to call apart from US which costs an absolute fortune for nobody to answer. Zero urgency shown when trying to replace parts. A week in they send me a defective tube, then say it will be another 10x days for another one. What self employed business can randomly shut down for 3 weeks waiting on a basic part? The most worrying thing is that the staff simply do not care about you or your business and are happy to just fob you off. I’d urge anybody outside the US not to go with this company.

I received my laser, and got it all set up inserted the flash drives well they wouldn't download the software and stated missing drives, well I called I emailed and of course when you really need to speak with someone you can't get anyone and no one works on the weekend for tech support and that is when majority of your cliental works on projects. Come to find out after a week of waiting on someone to call me this program is not compatible with windows 11!!! Heck if I would have known that sooner everything would have went a little smoother and I wouldn't have been so upset with your customer service and tech service. I am not pleased with what I think should be good customer service. especially a new owner of a product.

Did not receive all my parts when my machine came and the only reason I’m giving two stars is because of the shipping to my house was quick. But that doesn’t matter since I can’t use it.

Purchased a pre-owned 50W fiber laser. I have no experience with fiber laser engravers. 1. Pre-sales: Appointment to talk to a sales person would take 5 working days. Took a gamble and bought the unit without talking to a sales rep as I did not want the pre-owned unit to get sold. 2. Shipment: FedEx took 5 days from expected delivery (received 20 Oct) and found out that the crate was missing the wood top, hence the delay. Contacted Omtech customer service that same day to report slight damages and sent pictures. Today is 31 Oct and still no word from customer service on my concerns even after 2 follow up requests via text. I wanted these damages reported along with the FedEx handling issue in case there is a problem with the laser down the road due to the shipment. 3. Setup: No setup instruction specifically from Omtech. Contacted tech support by phone. Was responsive but a You tube video from a user on how to update drivers was what was provided. The video helped, but I was expecting a video made by Omtech for a professional support. After updating drivers, unit showed NOT READY. Contacted tech support by email in the morning. Called later that afternoon and requested setup instructions and I was expecting either an electronic instruction sheet or an Omtech setup video. Not of those where given but received emailed with 3 solutions. Third one solved the problem. My disappointed is I received a user manual and thumb drive but no setup instructions. Omtech should either provide setup instructions or post a You tube video specific to the fiber laser. Online resource from the company website has concentration on the CO2 lasers. Could use more information for new user on the fiber lasers.

Got a CO2 and a Fiber. CO2 is awesome so far. Fiber came damaged like they air dropped it to my front yard. Wrote and complained. Tech said "not much I can do just replace the bemt panel". Argued that I spent 3k for something new not damaged! He didn't give AF! Hit up Customer service and they hooked it up with a rotary as compensation. Fast fwd a month and not parts or rotary! Wrote em again and they said they'll get it out. I eventually got it but they sucked either way.

I originally had a glowforge and no issues with it but decided to move up to an omtech2028 and 1220 lasers. My 2028 started engraving poorly and I couldn’t figure out how to fix it so I set up my first 45 minutes of virtual tech support (this one was free). Although the person helping me was knowledgeable of the machine he wasn’t really all that knowledgeable about the lightburn software. I am very disappointed in the quality of support and Knowledge that this technician has given. My 2028 still isn’t working like it should almost 1month later.