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Business Profile

Laser

Trotec Laser USA Plymouth, MI (USA Headquarters and Showroom)

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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Complaint type

  • Initial Complaint

    Date:01/27/2025

    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.
    Trotec Laser sold a defective product. Since the arrival of this laser engraving machine, there have been error messages and an improperly functioning X-axis. After repeated attempts to resolve the issue, Trotec intentionally avoided responding to multiple requests for service until the machine was outside the warranty window. Upon multiple requests, they agreed to do the repair and charge for labor only. This repair was unsuccessful. They have not responded after I requested a resolution to this problem. The company does not provide any personal email or phone numbers and operates all correspondence through one central email. I have asked to speak to a manager upon which I am told that they do not have numbers they can be reached at.

    Business Response

    Date: 02/05/2025

    The statement that the axis has been giving issues since day one does not align with the error / service history of this unit. Very few cases related to the x-axis were reported during the parts warranty period.
     
    In June 2022 (6 months into the parts warranty), the customer reported issues with the x-axis. We offered service, the customer declined. We offered discounts on the travel and labor, the customer declined. The parts would have been covered per warranty. There is no indication in our CRM system of any issues related to the X-axis again till late 2024.
     
    The statement that we deliberately stalled this matter till the machine was out of warranty is incorrect. No charges other than labor and travel have been passed onto the customer for this axis. 
     
    The statement is correct in saying that the recent axis replacement did not solve the issue. However, it must be noted that the axis is exhibiting a different issue of which we attempted to offer remote diagnostics to solve the problem. We offered remote diagnostics because this is often quicker for the customer than waiting for a service visit and the customer does not incur labor and travel charges. We have since scheduled a service appointment for February 12 2025.
     
    We concede that it would be unfair to charge labor and travel for this return visit and we wont.
     
    The statement is correct that we do not supply personal emails. We provide a central email that is monitored by the technical team and their team leaders.
     
    The statement is incorrect that we only allow email communication, our phone number is published on our website and well presented on search engines.
     
    The statement is incorrect in stating that he cannot reach a manager. The team leader for the area has spoken to the customer on several occasions when cases have been escalated at the request of the customer.

Trotec Laser USA Plymouth, MI (USA Headquarters and Showroom) is NOT a BBB Accredited Business.

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