OMTechReviews of omtech.com

Fault Resolved Under Warranty, but Disappointing After-Sales Support I purchased the OMTech Turbo 646 brand new, but unfortunately, it failed after less than 30 minutes of use. After identifying and replacing a blown fuse, I managed to restore power, but the laser would no longer fire. What followed was a frustrating experience with OMTech’s after-sales support. Communication was generally limited to one brief email per day, with repeated requests to carry out electrical tests, take measurements and supply photographs and videos. I even purchased a multimeter specifically to help diagnose the fault. My biggest concern was the nature of some of the troubleshooting instructions. At one point, I was asked to undertake testing that involved cutting the factory high-voltage wiring and reconnecting it as part of a diagnostic procedure. I found this completely unreasonable for a brand-new machine. It felt like purchasing a new car, having it break down almost immediately, and then being asked by the manufacturer to cut and reconnect a fuel pipe yourself to identify the problem. Aside from the obvious safety concerns, I was worried about potentially damaging the machine further or compromising my warranty. I made it clear that I wasn’t comfortable undertaking this procedure and instead requested a replacement power supply. To OMTech’s credit, they eventually supplied both a replacement laser power supply and a replacement laser tube under warranty. After fitting the new power supply, the machine is now working correctly, without needing to replace the laser tube. I’m pleased the fault has been resolved, and I appreciate OMTech supplying the replacement components. However, the process took considerably longer than I would have expected, leaving the machine unusable for over a week and delaying my business production. I fully appreciate that manufacturing faults can happen, even with new equipment. My disappointment isn’t simply that the machine failed, but how the situation was handled afterwards. I purchased a working machine, not an electrical repair project. Customers shouldn’t be expected to undertake potentially dangerous electrical work on brand-new equipment before receiving appropriate warranty support. I’m now looking forward to putting the Turbo 646 to proper use, and I hope it proves reliable. However, while OMTech ultimately honoured its warranty obligations, the experience has affected my confidence in their after-sales support. I hope OMTech reviews its troubleshooting procedures and improves its response times, particularly for customers whose brand-new machines fail almost immediately.

We own an OMTech 100W CO2 laser that we use for our small business. When the laser power supply failed during our busy season, we ordered a replacement directly from OMTech. The replacement power supply itself is working very well, and installation was easy. Our complaint is with the shipping process. We were not given an option to pay for faster or more conventional shipping. Instead, this critical replacement part was shipped through GOFO. Tracking information was vague and often not useful, and we had no reliable delivery window. Because our business depends on this machine, the uncertainty was extremely frustrating. When we contacted OMTech, we were told that this was simply the way they shipped the part. For an inexpensive accessory, that might be understandable. For a replacement component that can take a customer's laser completely out of service, I believe customers should at least have the option to pay for expedited shipping through a carrier that provides dependable tracking and delivery estimates. The part ultimately arrived safely and fixed our laser, and we're very pleased with its performance. My criticism is specifically about OMTech's fulfillment and shipping options for critical replacement parts. I hope they reconsider this policy.

Good morning OMTech. I am sorry to say that your website is still very difficult to navigate. Maybe it is just me but when I click on an item your website does not take me where i want to go;.

Purchased 2028 100w. Received broken laser tube which was replaced with no issue. Service is good response time is fair. Three main issues with with lase mech. 1; noway to stop oder as none of the doors or lid seal. 1/8 inch or larger gaps. no seals on pass thru slots. 2; no camera on laser. For the price of the system you would expeck a camera. 3; Honeycomb Working Table is totally useless to to me. It is so rough it scratches It scrtches acryic and wood projects.

I am disappointed because I have had this machine for nearly a month. It was a nightmare aligning the mirrors. I finally got that done, but I have not been able to make one project. I made "My First Project," but it didn't cut all the way through. Then I tried the material test card. It also didn't cut through and most of the engraving was faint. Then the laser won't fire. My mA meter says water protection is not on. I have scheduled an appointment with a virtual tech to try to get this problem fixed.

I’m really struggling to get this thing running and to print. Just wish there were more and better instructions.

I am trying to purchase a laser from OMTECH and we are going on 10 days and still can't get a quote I have called multiple times and Emailed more times than I count. I did get 1 quote and it was incorrect after 6 days of emailing and calling and since then have Been unable to get any one at OMTECH to email me back with a corrected quote or anything else, I have never had to chase a company to buy anything sales is usally the one department that wants to get back to you so that you spend your money with them, If the Sales dept. is this bad at responding to me I can't even imagine how bad the service side would be if I got the Laser and needed help I have changed my rating from 1 star to 3 so far I may update it again after I get the Laser going I did order one after having all of the problems getting the sales department to play along The Laser and all of the accessories ordered did get here very promptly and in good shape. I will review again after I get everything in place to actually use the laser at this point it does look wonderful though updated 3-21-24

Need to simplify training. It's hard to find resources for covering things. Most videos I found through yourtube from omtech didn't cover some important items. Also, paid the $250 for the training videos on Lightburn from your third party youtuber. This is something I regret. Very basic and no in depth videos. Would not buy it again. Nice machine, but the setup videos were awful. Calibration on the camera is also very very tough. After 4 times and watching numerous videos it still is not correctly setup. Nice laser, but overall help and training is poor.