OMTechReviews of omtech.com

Power supply arrived ahead of scheduled delivery date and in perfect condition. Great support and ordering process. Hope parts for my AF2028-80 continue to be available.

Great service and quality parts. Iv'e had nothing but good experiences with OMTech

Quick response and reasonably priced replacement parts

Omtechs commitment to providing excellent customer service is top notch. I called after placing an order for the AF kit. The belt (original) didn't seem like it would have enough play to install. After speaking with technical support, it was decided to send a new belt. Received the belt in a timely manner.

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.

Have ordered a lens, got wrong one shipped. Delivery took extremely long Seller has shipped a replacement one

I have not needed any real support just yet but the support I have asked for has been great.

I really wanted to love this laser. Build quality looks great and the design is solid but unfortunately, I’ve spent more time troubleshooting than actually using it. Out of the box, I ran into issues that made the machine unusable. I followed all the recommended support steps, including taking it apart and running tests myself and recording video to send to support, I even documented arcing issues that clearly point to a hardware problem. Support has been slow to respond — with over 12-24 hours between each message — and so far, I still don’t have a working unit. It’s frustrating to spend this kind of money only to end up acting as my own repair tech right away. Hoping this gets resolved soon, and if it does, I’ll update this review. But as of now, it’s been a disappointing experience for a brand new machine as I was able to do one job and now it’s a paperweight in pieces while I wait. Edit - 12 Nov After about a week of back and forth OMtech did send me another unit and the shipping was quick. This new machine does have a faint grinding sounds like one of the exhaust fans but it is working much better. The cuts seem a little inconsistent as the farther to the right I go on the bed, the less consistent my cuts are on 1/8 birch plywood. Time will tell but I’m happy to have a new, working machine.