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FrozenGate by Avery

My experience with Laserglow

D

digital_blue

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Upon reading the LG tread, I feel compelled to share my experiences with them; too long have I kept silent. Firstly, I am not and have not been pleased with their service, communication outright sucks; I could easily do better with a tin can and string...

Anyways, I purchased a "scratch and dent" Aries 150(Laserglow GB) and was supposedly outputting 150mW or so. I receive it and it only meters 50mW and was mode-hopping pretty badly; I at least expected it to do 100mW. I contact Justin(very helpful guy) who refers me to the "Head laser technician"; I send the laser back and 3-4 months later(Along with monthly requests), I'm finally told that the laser is repaired and was being tested to ensure proper output power. I give them about 2 weeks before I start getting a bit frustrated. I've sent countless number of unreplied emails, and phoned them at least a dozen times to be told that Justin and "the other guy" have not been in for a bit... Four months of constant emails and phone calls(June), and I finally get a payment link. I pay and ask that it be shipped so that it arrives on a Mon, Tues, Wed; they ship it late and I was on a long haul by then. I end up having to come back early(AKA speeding and leaving work early) to pick it up from the PO.

I recently tested the laser with some fresh batteries and the output is a disappointing 50mW again.:mad: So, I essentially waited 8 months (Nov 08 to middle of June 09) for a laser that doesn't even output 170mW(Labeled on the sticker). There's also supposedly a 6 month warranty on the repairs; we'll see how well they honor it. All in all, just because I didn't buy a brand new laser from them, I seem to be treated as a second rate customer that can be swept under the rug... Considering the $350 I paid back then, I could get a 300mW CNI portable from the current CNI GB:yabbem:. I have already sent 2 emails to Justin; hopefully he responds before my warranty expires...

The lowdown; should you choose to deal with them, your mileage will vary. I have been extremely patient and polite with them; I paid a premium for better service, at the end of the day it was money well wasted.
 





Yes, I have had many an email go unanswered for days or weeks, as well, and I have done $K's of business with them. Lately, they seem to be too busy to quote me a cost for a 375 mW Herc. and tell me what accessories come with it as well, they should communicate better, and they owe you more than an apology IMHO! -Glenn
 
That's a shame. I did business with LG some years ago and my experience was good. Justin replied to my questions promptly and I had a faulty unit replaced within a week or two of sending it out.

I hope for your sake it is resolved. Perhaps the recession is hurting them too. :P

Good luck.
 
Thanks for your input Glenn, I just expected more from a company that was so "highly praised". At this point, I'm past wanting an apology, I want a full refund for the time and money that's been tied up in this unpleasant deal. I also forgot to mention the $60USD I spent on the repairs and the $30 worth of shipping, that makes a grand total of about $450 or so:cryyy:. That amount could probably put a 266nm in my hands by now... Oh well, you live and you learn; this is one expensive mistake I will not be making again.

RA_pierce - This whole deal has gone on for 8 months, absolutely nothing has changed except my wallet. I don't expect much more from them...
 
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samsomiler said:
Man I feel for you... that really does suck... 8 months? Whats up with that?
Click to expand...

Yes it does suck, getting $450 tied up for nothing. I was originally told it wouldn't take more than 3 months, I ended up waiting 4 months(Nov 08-Feb09). At that point, I was told that LG was "testing" the laser to ensure proper output. Soon afterwards, I wasn't getting any progress reports so I started phoning and emailing. The 2 people that were dealing with this case are always conveniently "Not here" or "haven't been in for a while". I wasn't being the PITA that most customers would have been; I made a maximum of 2-3 calls/emails per month(as a courtesy). Most of which were met with nothing. I finally get ahold of the "head laser technician"(June 09) and he gives me a payment link; I pay and ask that it be shipped on a certain day. I call to check up and I'm told by the receptionist that it has already been mailed; I checked the mail date on the package and it says Thursday despite my requests to have it mailed earlier. The laser is still very underpowered despite the so called "repairs"...

I've never lashed out or behaved unpleasantly; I've been nothing but patient. In the end, I regret ever dealing with LG. It's such a shame that a company with such good rep would destroy it(their reputation) over a small thing such as this. I did not receive a formal apology or compensation for the tardiness of their actions...
 
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It makes me sad, I wish I could help make it up to you Digital_blue, I am sure you were not a PITA, as you were so good in relating all these things to me through the process, I still want to ask Justin if justice can be done for you, a complete refund would be a very good start, toss in a free new model laser and it would perhaps, be considered righted. Best Wishes! -Glenn
 
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Glenn, thanks for all your assistance and reassurances in this matter. All I want at this point is a full refund, I don't even care about a freebie or extra "compensation". I simply don't care if they want to "make it right", the hassles and patience they've caused me is not "compensatable"; even if they offer me a Hercules 500, I will not take it nor will I change my view. Providing freebies for screwups like this is an easy way out; I for one will not get back the time and effort it took to make up that $450 when I needed it most. They have left a bad taste in my mouth even "industrial strength pepto-bismol will not remove". The only merit I will give them is the fact that they have a guy like Justin; extremely polite, helpful and understanding.
 
Well, I finally got a response from Justin; he tells me that there was a problem with the head laser technician and that by the time they realized, repairs had been backed up several months... LG supposedly also fired the guy. Either ways, I'm still not pleased; mainly at the fact that an employee could get away with something as drastic as not repairing 8 months worth of lasers...
 
Ordered twice from Laserglow. Lousy services and shipping mistake.
cannot believe this company allow such sales and service representatives.

First order was completed and paid promptly. We have been waiting this package on our project. They later decided we needed to pay USD$20 more before they are willing to ship. We don't know what happened, but decided to pay the extra USD$20. Completely dishonored company.

We kindly assumed that is their IT system mistake and let it go.

Second order, they told the UPS to ship to another address! UPS said that the package was delivered. We called UPS. UPS replied that LaserGlow requested them to ship to another address.

We finally retrieved the package and the address inside the package is correct. Laserglow simply wants to screw up with their customer. We were not even complaining about them in the first order and accept their saying that it was an IT issue.

We were stupid enough to let them fool us twice!!!!

What a lousy company!

We sent email to tell them, and they never replied.

Over priced products and the worst service in the world.
 
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