OMTechReviews of omtech.com

I upgraded from a diode laser to the OMTech MF2028 60W. The whole process, from purchase to set up to first projects, was a breeze. No regrets! I would gladly recommend OMTech to other interested persons!

Fast service..

I have now owned my OMTech laser for about 8 months. It is surprisingly easy to use without a camera. (I own a GF and really like that camera ability). I also purchased the rotary at the same time and live that I can engrave cylindrical items as well. The only problem I find, is that when I remove my rotary, and plugged in the normal controller cable, all my images and words are flipped. Therefore I have to keep my GLowForge to do the fat items

Service has been great. When I had any issues I have been able to get someone on the phone.

The product seems to work ok. I was surprised at the lack of indo on the set up process and why you don't recommend setting it up correctly instead of with your bucket of water. It would be a lot more helpful if you did a video on how to set it up with a proper exhaust system and and industrial chiller ,so it is actually safe to use. I wasted a lot of time, money and effort on setting it up and Omtech had no info on doing it properly. Bummer. You definitely work on this to make the experience easier to use your laser in a safe manner.

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

Changing my rating from 1 star to 4.5 stars. OMTech reached out and I received my laser two days later. Apparently somebody must have entered incorrect information to their system because, as you can read below, part of my order had shipped but nobody could locate my information. As a result, I never received any information about the rotary axis being shipped AND THE SAME DAY my laser was shipped. My rating of 4.5/5 stars is just because of the communication issues, but it would be unfair of me to base my rating solely on customer service because the lasers they sell are quite a large investment. The remainder of my review is for the laser itself: Absolutely wonderful product! I had to go pick it up from the freight company because it was imperative that I received it when I picked it up. It was in an undamaged crate and extremely well packaged. I finally got it up the steps at my house and started inspecting for any damage. There was none. I set it up and so far, it has run flawlessly! Truly a high quality product. In the very near future I will be purchasing a fiber laser to complement this CO2 laser and I WILL be buying from OMTech again. Thanks to OMTech person who responded to my original review, located my order and apologized for the typo about not hesitating to not reach out. The rest of this review is my original review: I wanted to believe the negative reviews were anomalies or completely unrealistic, but I was wrong. I cannot get a straight answer from OMTech about when my laser is to arrive. I was told that once payment was cleared, it would be shipped. Yesterday, I received my rotary axis via FedEx… and I had absolutely no idea it was even shipped! I sent an email to the sales person and haven’t heard back. I emailed their support and got a reply that blew me away! It said that they received payment but it hadn’t cleared, and they don’t ship until the money is cleared. But I got the rotary axis? Makes no sense… The part that blew me away was the last line. It said if I have any other questions, to NOT ask. Am I being unreasonable? Unrealistic? All I want is an estimate of when my $4,000 purchase will arrive. Salesperson was very quick to respond before I purchased, but as soon as I bought, I was pretty much ignored. Just tell me when I can expect it.. I am trying to run a business and need to know what to tell my customers!!! OMTech: for nearly 20 years, I worked in customer service call centers. 10 of those years were in management. If you wish, I would be happy to give you some advice to improve your customer experience. Many of your most recent reviews have been about customer service, my own included. Edit 2: Thank you!