OMTechReviews of omtech.com

Black laser marking spray doesn't work- that's why it's cheaper than comparables. Customer service unhelpful. Spend your money elsewhere.

Our pronto 60 arrived 3 weeks ago and is yet to be fully operational. The auto focus sensors were bad and the air assist didn’t work correctly. So after 3 weeks of emails and promised call backs, the auto focus is corrected but the air assist is not. The really disappointing part is, if I could get a tech on the phone we could troubleshoot it extremely fast as I have already measured every voltage, cable, and hose on the machine. The irony is the machine looks to be well built and thought through but the tech support is so awful that I am completely annoyed with it.

Purchase on the 4th Feb, item was shipped out that day. Great! Advised if it cant be delivered by the 11th can it be held in the local depot until i could arrange what was needed. Was happy to collect etc. Someone in OMtech decided to mark it as return to sender. Okay no worries.. was delivered back to the OMtech wearhouse on the 14th Feb. Have been chasing this ever since. Excuse after excuse They cant confirm its back at the wearhouse, its CNY they cant do anything, finally someone calls and confirms infact it was delivered back to the wearhouse. Its now the 26th Feb. No reshipment as they are "reviewing notes" or refund! Avoid if possible. They will take $4000 and not give you anything

After I left a negative review about Omtech’s customer service and my Omtech Polar, a company representative began calling me repeatedly and left numerous voicemails. When I finally returned the call and spoke with “Olivia,” it felt like reliving my original, frustrating service experience. The service representative had no real knowledge of the machine, sounded as though she was reading from a script, and at one point even tried to transfer me to a sales rep so I could “upgrade” to a more expensive model. When she called again, the connection kept cutting in and out, making communication impossible. I’m fairly certain Omtech’s customer service is based overseas and that their representatives are simply following a rigid flowchart script. Beware! If you purchase this machine, you’re essentially on your own. Should any issues or questions arise, Omtech will not provide meaningful support. Were it not for YouTube tutorials, my Omtech Polar would be nothing more than a giant paperweight. It’s also disappointing that Omtech appears to have abandoned offering replacement parts or upgrades specifically for the Polar. Save yourself the frustration and get an XTool instead.

Initially product performance was EXCELLENT. The first time we had an issue with our machine was 2 years after purchasing. My husband and I purchased the OMTech Polar laser engraver in December 2022 after extensive research led us to believe it was the best fit for our small business. We received the unit in February 2023 and were immediately impressed. The machine performed beautifully, and aside from a few minor issues which we were able to resolve ourselves, it exceeded our expectations. For over a year, the OMTech Polar was a reliable and essential part of our workflow. Recently we experienced Technical Issues. Unfortunately, our positive experience took a turn when the laser began producing extremely weak output. It could no longer cut through even thin wood, rendering it unusable. This issue brought our operations to a halt for nearly three weeks, significantly impacting our business. Unfortunately our interaction with Customer Service & Technical Support was disappointing. Seeking help, I contacted OMTech’s technical support. The experience was frustrating from the start. The representative I spoke with struggled to understand me, and I had to repeat myself multiple times. After being placed on hold for an extended period, I hung up and resorted to YouTube tutorials to troubleshoot the issue myself. Later, their customer relations team reached out, and I attempted to reconnect. I left a voicemail and eventually spoke with Olivia, whose phone connection was poor and static-filled. After 30 minutes, I hung up and tried again, only to be disconnected once more. Olivia texted to say she’d call the next day—but that call never came until I followed up via text. When we finally spoke again, the connection was stable, and I expressed my disappointment with the entire experience. Technical support from Agent Alex was similarly unhelpful. He seemed to be reading from a script and lacked familiarity with the machine. It felt like I was speaking to someone who had never used the product themselves. Prior to this experience, we had seriously considered upgrading to a larger, more advanced OMTech model to support our growing business. However, given the poor customer service and lack of effective technical support, we are now rethinking that decision. Reliability and responsive support are critical for small businesses, and this experience has shaken our confidence in OMTech as a long-term partner. While the OMTech Polar itself is a solid machine, the lack of responsive, knowledgeable, and effective customer service has been a major letdown. For a company that caters to small businesses, this level of support is unacceptable—especially when downtime directly affects revenue.

**UPDATE** This company literally emailed me offering me a gift card in exchange for the removal/editing of my review here. I'm happy to provide screenshots of these emails. **The machine arrived damaged. Customer support only responds overnight if you live in the US. They made me buy another machine as a replacement, and after I paid, they told me the machine was out of stock(despite being on sale on their website). After two weeks of back and forth emails, I'm finally sending back the machine and have already purchased something from a reputable company - Xtool. Who knows how long my refund will take. Avoid Omtech at all costs.

2 months without a working machine and still no available fix. After over ten phone calls and multiple weeks waiting, there’s still no solution nor can they seem to figure out what the problem is.

I’ve been dealing with Omtech for months now. I wrote a previous review but yet the saga continues. After my laser was stolen from the street (omtech did not require signature, driver left in road), omtech did offer to send me a new laser. I was very excited and was going to pull my review on this site. However when the laser got here, one of the belts was broken. I thought I needed a replacement so I contacted omtech who said the belt was out of stock and would need a month to send a new one. I was able to feed the broken belt through the machine using a plastic bit of garbage and was able to secure it back in place. I then used the laser for all of about 6 hours and one night I hear a loud pop coming from the machine. The laser stopped firing out of nowhere. Was using under totally normal circumstances. I contacted omtech and they said they would need me to test the capacitor to see if it’s the tube or the power supply that stopped working. They asked me to hook a resistor up to the machine to check the power supply (I am not an electrician. I am a crafter). I did not have the resistor. It was supposed to come with machine and did not. Had to wait another 5 days to get resistor. Luckily my husband vaguely knew how to test it, but first, omtech sent instructions for the wrong machine and then they sent us instructions that were upside down. After super sketchy handling of high voltage wires and reading from our upside down computer l, we found that it was the power supply to the laser that failed. We went to omtech website and found this replacement was out of stock too. I ordered this laser almost 4 months ago and still do not have a working laser. Its honestly comical how bad this is at this point.