Trotec Laser USA Houston, TX

Submitted by Scott DeBoer on 08/10/2018

Scott DeBoer 1 stars rating.

Satellite office only for making the sell and having the Houston market. Do not get support, has no technicians, and charged for service based on Arlington location.
I bought a ULS 6.75 from engravers network thinking I made the right decision. All seemed Fine until on the third year I had to use the 3 year Warranty they included in the sell of the machine. The machine was acting up called engravers network and did several hours of trouble shooting. The short end of the story is
1) They do NOT honor warranty of parts and labor for 3 years on site as agreed
2)Require machine to be delivered or brought to Arlington for warranty beyond consumer 2 weeks of on phone tech support and replacing parts
3)Once you pick machine up from Service any other issue is consumer fault because it worked when left. (not the case appears they used the bad board from initial issue on x axis causing issue to move from z to x ).
4) Given 2 options since just came from Arlington and they were trying to blame wear on rail for issue
1. Bring the system to Arlington office for repair. Rail and optics
are not under warranty .
> 2. We can send a tech but the cost is $995. We did fix the z axis in
Arlington last week. The engraving issue since last week are new.
(Appears bad z board was moved to x axis when in Arlington) Despite to get machine fixed accept offer 2 of tech for $995. Engraver Network owner then emails saying not an option need to bring machine to Engraver Network sends email stating "If you do not have a means of transporting the system, I can arrange for pick up and delivery, which will cost $495 each way." Bring system back to Arlington where found the X axis board was bad. Discovering was warranty item and not consumer fault asked if they would cover sending machine back. Was told they were to busy right now.
I would never buy a machine from Engravers Network if I knew of this experience and would not buy Universal Laser based on dealing with Engraver network.