Epilog Laser Sales & Marketing Office Reviews

Submitted by Smith Michael Engraving Inc on 12/06/2021

Smith Michael Engraving Inc 1 stars rating.

I am so disappointed with Epilog, I bought my machine brand new in 2019. Last week the machine stopped powering up and I contacted IT. He said it was the main control board and the cost was $1600. I asked if there was something I could have done to prevent this. He said no and that it was actually rare for this part to go bad on a new machine. I'm disappointed that after paying over $9k for a machine that there's not more of a warranty on the parts. I told them that before ordering I wanted to check around/online to see if I could get a better price- he informed me that they make their own parts and so I have to order from them. So, they have the market monopolized and can charge whatever they want. I respectfully asked for a reduced price and they refused. I received the part which was just in a plastic bag- my expectations would be that it would come in a sealed manufacturers box with at least the part name, part number, manu name or something. So, then my next obligation is to try and figure out how to work on my laser and replace this part. I clicked on the email that IT had sent me which was suppose to have the video- it didn't. It was a registration request that required me to complete in order to view the video. Why didn't IT tell me that? I could have done that in advance but instead two days later they gave me access to the video. There was suppose to be a static bracelet included in packaging to prevent static electrodes since I'm handling the control panel....well....they forgot to include that so I was back on the phone with IT. This entire process was absolutely frustrating and inconvenient. Do I understand that parts break- yes- however when the manufacturers puts the entire cost burden on the customer and takes zero responsibility (also how do I know I received a brand new replacement part) likely it was a refurbished one as they are advising me to return my damaged part back to them. The delay with accessing the video and not including the static bracelet and the lack of accountability for their product/parts....I would never recommend Epilog.