Services Provided
Contact Information
16371 Table Mountain Parkway
Golden, CO 80403
+1 303-277-1188
www.epiloglaser.com/
Golden, CO 80403
+1 303-277-1188
www.epiloglaser.com/
Use the options below to filter and sort reviews for Epilog Laser by specific services, industries, or job function. Summary data is updated as you filter.
Vincent Pedretti
Manufacturing
08/18/2022
Epilog used to have good service to go along with okay equipment but over the last few years the service has been completely eliminated. We have 10 epilog lasers and we should have switched to a different company after our first four machines. It is comical how poor the service has became. Typical wait times are 1 hour or more now and email response can be days.
If it wasn't for the sales rep who is self employed we would be completely SOL.
I am in complete agreement. I love my laser; but this is the second time that it's been down while I'm in warranty. I'm on my third laser tube and one motherboard. Each time, it has taken weeks for resolution. I am retired and have a small business and my lasered products are my only income. That is inconsequential to Epilog once you spend thousands of dollars. Customer support is miserable and painful to deal with. I'm in that situation currently and Support had the nerve to be rude to me and to my distributor who was attempting to assist me. Customer Service is everything and Epilog does not have it.
I am going trough similar problem at the moment, I have 3 Helix and one Fusion, from the first week I had the Fusion the Transformer blew up, as soon as the new one came in it blew up again. Then the machine was down for a broken lid hinge, then 5 other times for various reasons including a bad guide rod. Now the tube has no power, a sales rep came by and changed it, charged me 500 that I refused to pay the machine is only 2 years old, after he changed the tube it worked for about 3 days and now it has been less power.
very pleased with the system itself. The problem is with support. We use the laser for commercial purposes and would expect a commercial level of support. Unfortunately, if the system goes down, it can be down for an extended period of time. Currently having an issue and hold time for technical support is now just over 4.5 hours. Consider this if you are planning for commercial use. Don't know about you but I can't run a business on hold like this.
We have a few Epilog lasers. They are quality lasers and do not have too many problems, but when we have had major problems, we had to make literally dozens of phone calls and wait on hold for nearly an hour every phone call. Once we finally got through the hold time, they would usually tell us someone would call back, but nobody ever did. This went on for weeks while our laser was down. They kept misdiagnosing the problem and charging us for replacement parts we didn't need. Their phone and tech support was abysmal, especially given that they are definitely on the higher end of the pricing spectrum. We're hesitant to buy anything else from them because the support is so bad.
Strengths: Quality lasers, easy to use.
Needs to improve: Terrible product support.
Horrible support. We bought a machine January 2019 and ended up returning it by September 2019. The machine was down more than it worked. The way you have to go about buying these machines from limited sales people was a horrible to start to a horrible experience. We ended up in a legal battle to get out of the lease and only were partially refunded for all the money we spent on a broken laser.
We bought the Epilog Laser a month and a half ago and still have not been able to get training on it. BAD SERVICE.
I can't stand their support. It takes forever to get a tech on the phone. Do not buy their machines because one day you will need some help or a part and Epilog's support line with drive you crazy. The owner of Epilog John Doran needs to hire some people and get the support wait times down. I spent $24,000 on a Epilog machine and can't get timely help!! It is ridiculous how long it takes to get your call answered.
I bought an Epilog Laser in June 2022. I can only use 1/2 of the bed because they say the bed is un-level, but I’ve checked it time & time again & it is level. Then 3 months after I had it I had to put in a new SD card cause the software was out of date. The filter check keeps coming on. $24,000.00 for only a useable 12” x 12” space to engrave & cut on. Oh, & only after a few weeks of using the laser, the air hose blew. I’m so frustrated.
