Cooling issues making me sad...and mad


The only reason I mentioned it was because I have seen quite a few owners threaten to demand their money back. Some because there is a legitimate problem, some because they expected more of the machine or themselves.
Money back before acceptance, easy. Money back after acceptance, doubtful.


Update. No heat at all in my house 65degrees 4 inch elevation, fan, door open and it cooled for 10 mins 23 seconds on a 1:06 engrave on PG leather. I am beginning to loathe this thing and so wish I had spent my money elsewhere. I went to a trade show on 11-1 and looked at the epilog. I was afraid of their software. They were having trouble with it so I knew I would really have trouble. I am just angry that this is obviously a problem, a problem that I don’t see a resolution to. I had a car one time that I had to turn the steering wheel to the left and blow the horn to get the fan to cut on. I don’t like work arounds especially on expensive new items, blocks of wood, fans, doors open in the middle of winter, just totally ridiculous.


I get being upset. From what I see, support is trying to help you get squared away. They asked for room temp (which you gave) and photos of your exhaust set up - where it connects to your laser and where it exits/vents out - to help them troubleshoot. There is a process for troubleshooting, and it involves parties on both ends. If you can help them by giving them what they ask for, they can help you.

If it’s a problem with the machine, they’ll get it taken care of. That’s what the warranty is for.


Yes I emailed them everything they asked for. Pictures of the exhaust attached and unattached, where it was vented. They have it all. The pictures were sent in a separate email I assume they got them.


I just resent all of the pic along with a new one. I set it to cut out one of 3 images and the fill in the blank thing ruined all 3 it literally cut them right down the middle. I am so done with this. I haven’t found a way to add a photo to this or I would post it along with a video of it telling me it’s through cutting when it is clearly still cutting. Just breath.


For future reference, it probably would have been faster to post the requested photos here so they’re in the same support ticket, instead of sending an email which opens a new ticket so they have to figure out which request they go with.


Unfortunately, it looks like your unit is experiencing an issue that we can’t resolve remotely. I want you to have a reliable unit, so I’m recommending we replace this one. I’ll be in touch via email to sort out the details. I’m so sorry about the bad news.

closed #28