UPDATE 12/6/07 Novalaser's customer service.

Well.....anyone that knows me will know that I am a HUGE nova Fanboy!

I have found them to not only offer awsome product...but unbelieveable customer service!

Well folks...I'm about to put my Money where my Mouth is!

I bought my Nova X-105 on 8/27/07

It came with the specs of 128.4 mW peak, and 114.8 Average.

I bought it with the combo alum case, membership, and lightyears!

I've always treated my X-105 like a Jewel, and it has Never given me any problems....until now.

I found that for some reason..my X-105 is mode hopping!  

It is hard to believe that after all this time..it would all of a sudden start acting up..but even after buying multiple new brands of Batteries, the laser is acting up big time!

When I first start the laser...it is fine..but within a few seconds..it splits to TEM01 (2 seperate beams) and looses all of it's burning power!

If I turn on the laser a match will instantly ignite...

At the same distance..if I start the laser..count to 5 or 10 and then place a sharpied match in the beam..it won't even smoke!

I even did the old Skin Burn test!...
After 5-10 seconds of a burning sensation..(Big Time)..all of a sudden ...no heat at all....

Wearing goggles..I can actually see the single dot become 2 seperate dots..and all of the heat is gone!


So..here it is November 19 2007, (8 days left under warranty and a Holiday to boot) and I just wrote to Nova and requested an RMA...

Since Mode Hopping isn't something that can really be repaired per se...It will need to be completely replaced!

I have no doubt that Nova will stand behind this laser...

I wanted to make this information public...
I want everyone to know that I'm not going to hide anything from the other members of Laserpointerforums!!!

I will tell you all the truth..good or bad...I feel I owe it to every single one of you!

LarryQ

Re: Novalaser's customer service.

WOW ! Unfortunate that it happened at all - but luckily it happened within the warranty period ! You will be taken care of, I imagine - although this is a great test, as I have not heard of any issues this far out before !

Re: Novalaser's customer service.

Me Neither Senkat!

At this point you would think that everything has burned in and is good to go...

Believe me...I will keep everyone informed as this situation evolves!

I'm just glad it is a Nova and not...WL that I'm having to deal with!

LarryQ

Re: Novalaser's customer service.

Received a response from Nova....

They asked for pictures to help their techs decide the nature of the problem..
Also..that I should NOT worry about my warranty getting close to the end!!!

It sounds like they are ready to stand behind this laser..and now that I have brought this to their attention they are not going to be watching the clock!!





Here is what I wrote:







Instead of sending the pictures directly..here are links to the Photos I uploaded to Photobucket.

This picture shows the beam the moment it's turned on..
http://i187.photobucket.com/albums/x297/LarryQ99/DSC00858.jpg
A nice powerful beam!


Here is about 3 seconds in...a clear split to two dots.
http://i187.photobucket.com/albums/x297/LarryQ99/DSC00862.jpg


Then after about 30 seconds I recorded these pics...See the light spray out to one side?
http://i187.photobucket.com/albums/x297/LarryQ99/DSC00865.jpg

And finally this one had me the most worried...
http://i187.photobucket.com/albums/x297/LarryQ99/DSC00867.jpg


I was indoors @ 80 degrees F...fresh batteries....


I hope this helps!!!

Please let me know how to proceed.

Larry Quinn

Re: Novalaser's customer service.

wow what a bummer but good thing it happend in the waranty period...... hope my laser turns out fine just bought the alpha 125 ..... anways good luck on your laser and it looks like their going to take care of you

UPDATE 11/28/07  Novalaser's customer service

Ok..
I got a reply from Nova about my X-105.

They Concur that the laser is indeed Mode Hopping, and have issued an RMA for the Laser's return.

Here is What Nova Wrote...:


Dear Larry,

Thank-you for your patience. I know it took a little while to get the photographs looked at.

From what the tech could conclude from the photos, the laser does seem to be mode hopping. As such, please do send the unit back to us for repair.

Attached to this email is a Return Authorization form with RA# and all of the information you will need to send the laser back.

I apologize for the inconvenience but will ensure that we quickly take care of this for you. Likely, it will be a straight replacement.

Best Regards.

Magdalena Gudzowska,
Sales Director


I carefully packaged the laser and got it shipped out yesterday.
Spent my entire Lunch hour standing in line at the post office!
But with the Holidays everyone is hitting the Post office with packages now.

That is the latest info at this time.
LarryQ

Re: UPDATE 11/28/07 Novalaser's customer service.

Nova has e-mailed me confirming that my laser arrived at Nova Safely!

WOW that was fast!

Now I don't feel so bad spending that 40+ bucks on USPS Global Express...
It appears the USPS offloads that stuff to FedEx anyway as my receipt from the post office had a FEDEX symbol on it as well as the USPS Eagle.

Larry

Re: UPDATE 11/28/07 Novalaser's customer service.

Lucky.... My alpha didn’t make the cut for QC at nova so their setting me up with a different one : )
http://www.laserpointerforums.com/forums/YaBB.pl?num=1195704521
My thread... anyway not trying to take over just showing that nova has killer customer support

Re: UPDATE 11/30/07 Novalaser's customer service.

Well...my replacement laser has been sent.

GOt an E-mail from Nova just now.

Nova Wrote:



Dear Larry,

We've had a chance to process your return.

Your laser was indeed mode hopping, which was most apparent on the power meter.

The laser has been replaced with a new unit, the specs of which are better than your original, and I'm sure you'll be happy with this one!

The replacement will be shipped back Express Airmail today.

Please let me know if you have any questions regarding all of this.

Best Regards.

Magdalena Gudzowska,
Sales Director



Now that's customer service!!!

Can't wait to see what it comes speced!!!!

The one I sent back was already 128.4mW Peak 114.8mW Average...and she stated that the replacement was even better!!!!

WOOHOO!!!!

Now the hard part...waiting!

LarryQ

Re: UPDATE 11/30/07 Novalaser's customer service.

Cheers to Nova, glad they came through for you Larry. Good luck with the new one!

-Dough

Re: UPDATE 11/30/07 Novalaser's customer service.

god now i really know who im going to buy my first big greenie from! what awesome customer service, and they actually let you know in a personable way how bad your laser was and how awesome the one they are sending you will be! lol

Well...My replacement Nova X-105 arrived!
After unpacking and inspecting the laser, everything looks good!

The specs on this Laser are 132.4mW peak, 122.9mW average!

It is absolutely beautiful...!!

I left the laser in my shirt pocket for @1/2 hour to get it warmed up...
It was ICE COLD after coming in from the Post office!

I popped in a pair of Energizer E2 Lithiums..and fired it up!

Nothing like that green beam!!

Everything looks good...Nice round Dot...and no mode hopping that I can detect!

Thank You Nova!!!!

Larry

122.9mW!!1!eleven!@ They did indeed treat you right!

I have always wondered how they figure the average. Mine stays well above the average over its duty cycle.

Larry, you got a good one and I would not be surprised if it peaks higher. Remember the peak on mine was 122mw's, but it has peaked as high as 138mw's as measured by my LPM-1. I love freak lasers.. ;D

Very nice LarryQ. Glad to see they replaced you laser and all is well.

Congrats Larry, I'm very pleased to see that Nova reallly came through on this one, and they even stepped it up to make sure their customers stay happy. THAT is how you get repeat buisness, something those *Other Laser Comanpies* should take heed to.

-Dough