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Business Profile

Garments Printing and Lettering

Epilog Laser

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garments Printing and Lettering.

Complaints

This profile includes complaints for Epilog Laser's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought this very expensive laser because I was promised capable tech support in the *** available by phone during business hours. This technical support does not exist! I need to install the print driver onto my computer and have the step by step instructions but they don't work, and tech support is an email you send to open a ticket to which they responded with the exact same set of instructions that didn't work in the first place. These lasers are the exact same as the ones you get on *******, only you pay four times as much if you want the technical support. That's what I did and the technical support is even worse than in *****. This is a very expensive useless brick without tech support!

      Business Response

      Date: 05/29/2025

      This letter is in response to complaint #********. First and foremost, responding to technical support requests in a timely manner is a top priority for us. We apologize that we did not meet this customers expectations.

      Our technical support process begins with submitting a ticket on our website.The customer is asked to provide detailed information on the problem they are experiencing. After a ticket is submitted, the customer receives an automated response with their case number, and the ticket is routed to the tech best equipped to handle the issue. Either by phone or email, a technician responds to the customer to troubleshoot and diagnose.

      The customer in complaint ******** left a message on our sales line that was routed to tech support. A record of that call and the message transcript are attached. We opened a ticket on the customer's behalf, and one of our technicians called the customer back in less than two hours; however, the tech did not reach the customer and could not leave a message because the voice mail box was full. Shortly thereafter, the technician tried again to reach out to the customer and at that time learned the customer had contacted their local distributor who helped resolve the issue.

      As far as our records indicate, the issue was resolved the same day it was brought to our attention.

      We will continue to closely monitor both phone lines and submitted tickets so we can better assist our customers in a timely and thorough manner.

      Best regards,
      **** ****

    Epilog Laser is NOT a BBB Accredited Business.

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