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Thread: Laguna Tools Laser Cutter

  1. #13
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    Default Re: Laguna Tools Laser Cutter

    All these companies have become a JOKE. No wonder many of them don't last.



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    Default Re: Laguna Tools Laser Cutter

    Update:

    This is the message that I sent to Laguna Tools on Friday 6/17, it arrived at 11:30am their time. There has been no reply as of yet.



    Rick,

    Obviously there are issues with Laguna's supply chain that has caused more than 2 1/2 months of delays.

    Also, we discussed shipping before the laser was shipped, you informed me that the freight Carrier could handle it. Obviously that turned out inaccurate as well.

    Delivery was scheduled for Monday and again I was let down, this was after I cleared nearly my entire schedule to be available for delivery. The second freight carrier that you scheduled to pick up and deliver the machine on Monday 6/12 did not even pick up the crate until Wednesday 6/14. This was already two days after the scheduled delivery date and they did not even try to contact me until Thursday 6/15.

    This has been a very aggravating experience and a major waste of my time. I could have purchased from another reputable company and been up and running 2 1/2 months ago bringing in income.

    On Monday 6/12 I sent you a message asking you "How would you feel in my situation? What would you do if you were in my same position???"
    I have received absolutely no response. Not even a single APOLOGY for wasting my time. So apparently you would not do anything or down right just do not care. Either of the two are unacceptable. So I am assumed that you were just hoping that I would take delivery and the sale would be completed and you would be done with me and I would be stuck with the machine.

    If this is the customer service that I am getting before delivery, I can only imagine what a nightmare the service will be after I take possession of the machine and Issues do my arise with it.

    This is TOO large of an investment to take that risk with. I don't know about you, but $10k is a substantial investment for me and I chose the Laguna machine because of name recognition and service after the sale. I could have purchased nearly an identical machine from another company for several thousands of dollars less with the main difference being the sticker on the front. Apparently, I made a mistake choosing Laguna Tools.

    Considering that I have not received any type apology for the hassle, waste of time and possible waste of income from a business standpoint, the only statement from you was "I certainly understand and am beyond frustrated too". I consider that to be a pathetic excuse for Customer Service and unacceptable. All you have done is pass the blame down the line and have not taken any responsibility for any of the delays or issues although it is your company's reputation on the line. Personally I do not consider this to be good for business.

    Apparently, you have not had any issues selling these machines and they are selling like Hot Cakes because that was one of the excuses you provided me for the massive delays.

    Taking all of this into consideration, you can request that the machine be returned to the factory, I do not want it. I expect a PROMPT and FULL REFUND to be reimbursed onto our credit card ASAP. I have already explained the situation to our financial institution and they informed me that we can contest the entire purchase if you do not comply.

    Good luck on your new endeavors. And have a nice day.



  3. #15
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    Default Re: Laguna Tools Laser Cutter

    Frankly I would submit to your credit card for a chargeback right now. You have given them Far More time than I would of and its gone on long enough. As it looks like to me Laguna (a respected company) has given up and the freight company does not really give a damn as they already got paid.

    Master Electrician - Retired.


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    Default Re: Laguna Tools Laser Cutter

    Upon reviewing my emails with Rick I did make one mistake. I did receive "Sorry for the delays". However that does not make up for the lost time or overall troubles with this transaction.

    Just thought I should update to clarify so that all of my facts are correct. I do not want to be misleading.



  5. #17
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    Default Re: Laguna Tools Laser Cutter

    A sorry and $5 might get a cup of coffee at Starbuck's.

    Lee


  6. #18
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    Default

    Quote Originally Posted by LeeWay View Post
    A sorry and $5 might get a cup of coffee at Starbuck's.
    Actually, today a cup of coffee at Starbucks cost $5.41 with tax.

    Lol



  7. #19
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    Default Re: Laguna Tools Laser Cutter

    And why I have never been in one. Love my coffee though.

    Lee


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    Default

    Quote Originally Posted by LeeWay View Post
    And why I have never been in one. Love my coffee though.
    I don't drink the stuff myself but my girlfriend does. I cringe every time we go through there. However several years ago I purchased stock in the company, I can't complain about how that turned out. $$$$. Lol



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    Default Re: Laguna Tools Laser Cutter

    Update/correction:

    Apparently Laguna does assemble the machines in-house.

    I was given a 5-6 week delivery time frame before and after I placed my order.

    It took over 5 weeks for their In-House factory to assemble the machines and prep them for shipping. This is in addition to the time that it took the overseas factory to manufacture the frame and ship it across seas.



  10. #22
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    Default Re: Laguna Tools Laser Cutter

    This is how Laguna replied.

    Michael,
    I most definitely understand (and share) your frustration - it took far longer than expected - we have definitely been taking means to add additional factories to build the frames as the one we have been using cannot keep up with our demands - even though they had promised they could when we contracted them.
    One point I wanted to make was concerning the delivery. Our logistics department really did jump through hoops trying to arrange delivery the same day as the originally scheduled delivery. We ship thousands of machines with just about every single carrier every year and can pull in a favor when we need to. Almost without exception, if there is any change in a delivery however, it takes another day to get it delivered. I did not know about you going out of town. So it made things much harder. She finally found someone who would have been able to do it. But then when I relayed the news regarding the window that you would not be available because of your doctor appointment, that carrier opted out of being able to assist. She was then able to pull in another favor by having it stored for us until you got back without incurring any storage fees. She had thought you were going to take delivery when you got back.
    The other point was to clear up a misunderstanding about the production of these lasers. I saw in a post that you thought we sent them to a third party to be built after we receive the frame. We do all of the work on these in house in this building. When I read through one of our email threads, I'm guess the misunderstanding stems from me using terms like "I checked with them" and "they are saying" etc. But I was referring to our own in-house production team.

    And again, sorry for all the headaches this has caused for you - I know I stated this before, but I really do not like disappointing any customer.
    Best,

    Rick

    My Response:

    Rick,

    First of all Delivery should have been much much earlier (months to be exact it is what You Promised), that delay was not my fault, if the machine had been anywhere remotely on the original schedule, then my being out of town would have never been an issue. As to my trip, it was scheduled two Months before you even tried to ship, heck the machine should have been delivered prior to me even scheduling the trip. You also informed me that I would receive an email with tracking information as soon as the machine shipped, which I never did. If this tracking number and shipping information had been sent in a timely fashion, jlike I was told that it would be, this would have given me more time to address the issue that should have not came up to begin with bc you told me Saia could handle it. But when I tried to schedule delivery this was when they told me that they would not deliver to my residence. You were well aware of the possible delivery issue before you shipped the machine, and left it up to me to handle it. It would have also been nice to know that the delivery was not coming Monday and that your second carrier "opted out". Your company did not inform me of anything. The last I knew it was coming Monday. Laguna left me completely in the dark, it wasn't until Thursday when what I can only assume was the 3rd shipping company left a voicemail trying to set up delivery.

    So I refuse to take any blame for this issue because The customer should not have been at your beck and call for delivery. Communications from Laguna was Extremely Poor. If you had communicated better and shipped in a timely manner none of these issues would have occurred. If you had shipped when originally planned and if your carrier could have delivered like you said they could and if you had provided me with the shipping information sooner, then this transaction might have turned out differently. But you let me down at every turn with nothing but excuses and delays. Now your trying to pass the blame onto me for not being a available when you were ready. I waited for 2 1/2 months for delivery after the original date, I'm sorry but my life does not revolve around Laguna Tools and asking me to do so is ludicrous. I'm sorry if you feel differently.

    The reason why I assumed the machines were not built in house was because it was extremely difficult to get information regarding the machines from someone who is supposedly in house where they are manufactured and your statements as follows:
    "We have 8 of those on back order now - yours is the first in line though! We have definitely been super busy... hopefully very soon the factory will be caught up with our volume of sales."

    You informed me on 5/1/17 that the frame had arrived in port. So it took your in-house staff over 5-weeks just to complete assembly and prep for shipping. Obviously that's a problem in my book. From a business standpoint I would be extremely upset if it took an out of house factory to assemble the machine in 5-weeks, but now your telling me your own in-house staff took that long to assemble it. I think you should look In-House to correct some issues.

    If you had communicated better, maybe these issues would not have Occurred. By leaving any customer completely in the dark, well that was a mistake on your part.

    So mis-information, lack of information, no information, leaving your customers in limbo and not responding, and also the delays on your company's part and the delays on your frame manufacturer part all add up to one disappointing transaction.

    Good day.

    Michael Grigg

    Their final response:

    Michael,

    Of course you have a right to be upset - sorry that I disagree with the notion that we should have been informed at the wire of your unavailability. I did inform you on May 31 that it would be shipping finally on June 6 or 7. It shipped on the 7th. Getting from California to Alabama can take a week or more sometimes.
    Yes, you should be upset that it took so long to get the machine finally shipped! I agree! As far as being informed of your particular delivery restrictions, I didn't even learn of that until long after you were quoted the freight charge. It does sound like you have had a generous amount of experience with truck drivers not wanting to make deliveries - information that if I had known when quoting, I would have been able to properly quote out. From experience I can say that quotes with this sort of special handling adds hundreds of dollars to the quote. I did not think you would accept an additional charge after the fact and again my experience is that Saia has been pretty good about making a delivery like yours. But I also knew that if they had an issue with it, we would make it happen for you. But it was going to add another day at least to the regular ETA for delivery.
    As far as the time it took to get the machine built after we received the frame - yours may have been the first in line for that specific model (by the time we were shipping yours, we were already 18 back ordered. But we still had about 30 machines of other models/powers that were ahead of yours. We still have at least another 30 that have been in house since we received the containers that are still in the production schedule/line. It has just not been easy from top to bottom. It will finally level off - we are catching up - but that certainly doesn't help you. Again, I am very sorry we let you down.



  11. #23
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    Default Re: Laguna Tools Laser Cutter

    When is curbside delivery not considered to be curbside delivery???

    Now Laguna Tools wants to pass all of the blame onto their customers for their failures, give excuses as to why they can't make delivery dates as promised and give empty and apologies.

    All I can say is I am done with Laguna Tools and will never do business with them again.

    I will order a Laser Cutter from a different company and find a different company to purchase a CNC Mill from. If this is the customer service I get for a $10k purchase I am definitely not going to pay them $40k for a CNC mill. I am sure another manufacturer will be more than ecstatic to receive $50k in purchases.



  12. #24
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    Default Re: Laguna Tools Laser Cutter

    Can't even get his facts straight.

    I live in Arkansas. Not Alabama. Shows how much they pay attention to their customers. We are just another number to them.



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