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Thread: Laguna Tools Laser Cutter

  1. #21
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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.



  2. #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.



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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.



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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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    Default Re: Laguna Tools Laser Cutter

    It's called short term thinking, I am surprised they are still in business.

    <img src="https://ivxo1q-dm2305.files.1drv.com/y4mENMmTr_Cabc7pR0FUdB6gtbADq2JbuG4_rGy0eBQvLJx19pTi6TqMUIJN0xgOyDIc0gWoxYhS38HpbSTFGdfaK-o42IOU6jczrhDpfpCOTNGL1X6hvZCbgj0y35gqmq1YGTrWwShYGV-C7lXA2esy0Pi_WfnBSyroDLSGXwce4uSr1U7op7srdi78rispHCa_K4aFlTlJPVkkNWMfgh_Tg?width=60&height=60&cropmode=none" width="60" height="60" />

    Being Disabled is OK CNC is For fuN


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    Default Re: Laguna Tools Laser Cutter

    Frankly If it was mine I would go rent/borrow a trailer and go get at the terminal. You have a fork truck to unload that is more than I have. I would then get the trailer expense credit back to my credit card and call it done. I have picked up at the terminal many times as I stated above. If you did not inform them about your delivery issues before the freight quote that is another thing to be dealt with as it does cause a lot of extra expense to switch over to a straight truck with lift gate.

    1000x750 Workbee CNC - Mach4 - PMDX USB - Windows 10 Pro


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    Default

    Quote Originally Posted by wmgeorge View Post
    Frankly If it was mine I would go rent/borrow a trailer and go get at the terminal. You have a fork truck to unload that is more than I have. I would then get the trailer expense credit back to my credit card and call it done. I have picked up at the terminal many times as I stated above. If you did not inform them about your delivery issues before the freight quote that is another thing to be dealt with as it does cause a lot of extra expense to switch over to a straight truck with lift gate.
    Delivery was quoted residential delivery with liftgate service.

    They also had my address when delivery was scheduled. With access to google maps they should have said something. It's not that a semi
    Can not make it back to my house, it's just that the drivers do not want to drive back there. They just hauled a 100' trailer house into the neighborhood about two months ago. If they can get that set up
    In there, then a semi should be a piece cake in comparison.

    That also does not excuse the Additional delays of 10 weeks or the Lack of communication on their part.

    Last edited by Michaelmsg; 06-20-2017 at 09:01 AM.


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    Default Re: Laguna Tools Laser Cutter

    You can't change the past, if you need the machine then go get it and deduct the expense in a chargeback. You have already stated your case and people reading this have been informed of the short comings of dealing with this company. There are all kinds of horror stories of dealings with Chinese purchases and especially eBay ones. Your lucky you have someone who at least answers emails.

    1000x750 Workbee CNC - Mach4 - PMDX USB - Windows 10 Pro


  9. #29
    Gold Member LeeWay's Avatar
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    Default Re: Laguna Tools Laser Cutter

    It would depend on just how sour those grapes are. The bulk of the money would go back into the US economy if he chose to go get it. I might accept it too if Laguna might be willing to extend the warranty say an additional 6 months in writing to both help cover the grief so far and instill a bit of confidence back in the customer at this point. Things like this will certainly make many gun shy from wanting anything to do with Laguna. I do make a lot of blade guards for Laguna saws and the saws are pretty nice. A premium is paid on them for brand recognition too. Some of the saws are identical to other brands of saw like Grizzly. Maybe the QC is higher? Just speculation there.
    I can certainly see where the OP is coming from.
    However if I needed the equipment for a business and had lasted this long without ordering a different one, I would haggle and go get the thing assuming some cost adjustments and additional perks were offered.

    Lee


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    Default Re: Laguna Tools Laser Cutter

    Quote Originally Posted by LeeWay View Post
    It would depend on just how sour those grapes are. The bulk of the money would go back into the US economy if he chose to go get it. I might accept it too if Laguna might be willing to extend the warranty say an additional 6 months in writing to both help cover the grief so far and instill a bit of confidence back in the customer at this point. Things like this will certainly make many gun shy from wanting anything to do with Laguna. I do make a lot of blade guards for Laguna saws and the saws are pretty nice. A premium is paid on them for brand recognition too. Some of the saws are identical to other brands of saw like Grizzly. Maybe the QC is higher? Just speculation there.
    I can certainly see where the OP is coming from.
    However if I needed the equipment for a business and had lasted this long without ordering a different one, I would haggle and go get the thing assuming some cost adjustments and additional perks were offered.
    Ditto if the OP Needs the machine then just get it done and move on.

    1000x750 Workbee CNC - Mach4 - PMDX USB - Windows 10 Pro


  11. #31
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    Default Re: Laguna Tools Laser Cutter

    Quote Originally Posted by Michaelmsg View Post
    Update/correction:

    Apparently Laguna does assemble the machines in-house...
    They dont. I did what I believe a thorough review or preview of Laguna Tools' laser last year. The machines looked comparatively attractive. But, I spoke to their sales guy (Adrian) at length to try and understand their process, price, warranty, etc.

    Laguna's tried importing or flipping lasers in 2011 then stopped. See here. They haven't been shipping lasers long -less than a year. They simply import from a China supplier -Bodor. The way I understood it the manufacturing + assembly is all done there leaving Laguna more or less as box flippers. And as mentioned here on other threads Bodor is a hit or miss. That's what turned me away. Someone in thread below visited China CNC factories + Bodor with a review that left them unimpressed. Still early for them yet thoug, may be they are suffering through growing pains.
    Bodor review



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    Default Re: Laguna Tools Laser Cutter

    Quote Originally Posted by Michaelmsg View Post
    Actually, today a cup of coffee at Starbucks cost $5.41 with tax.

    Lol
    Its funny and people complain about the fuel prices when they go up 5cents for their car.



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    Default Re: Laguna Tools Laser Cutter

    Hello All,
    After months of research, I have decided to go with a LS 1416 and a LS 2436 from Boss laser. I chose them mainly based on their support. I will do a complete review of each machine once I have had the time to use the machines for a bit.I looked at 6-9 companies and I kept coming back to Boss laser and Rabbit laser because of their well documented support, we'll see how this goes.



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    Default

    Update: I went ahead and picked up the machine.

    Laguna did credit back all of the freight charges.

    I have typed up a very lengthy review and will be posting it soon. I am waiting to hear back from Laguna in response to my review that I have sent to their service manager.



  15. #35
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    Default Re: Laguna Tools Laser Cutter

    Quote Originally Posted by Michaelmsg View Post
    Update: I went ahead and picked up the machine.

    Laguna did credit back all of the freight charges.

    I have typed up a very lengthy review and will be posting it soon. I am waiting to hear back from Laguna in response to my review that I have sent to their service manager.
    You ever get any response from their service manager?



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    Default Re: Laguna Tools Laser Cutter

    Michael,
    Thank you for the review. I have owned an Epilog Laser for quite a while and love it. I need something more powerful and was considering Laguna.
    I have a couple of questions if you don't mind:

    1. Did you ever get your Laguna Laser?

    2. What is your opinion of the Quality?

    3. How is the Technical / Customer Support after the sale?



  17. #37
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    Default Re: Laguna Tools Laser Cutter

    1.I have received the machine. I have not updated my thread here, I REALLY NEED TO DO SO!!! Because I DO NOT RECOMMEND ANYONE DOING BUSINESS WITH LAGUNA TOOLS after the experience that I had with them.

    however I have FULLY UPDATED my review on the Inventables forum. You can read my review here.

    https://discuss.inventables.com/t/la...utter/38637/73

    this thread will fully explain the entire situation. I left absolutely nothing out.

    2. As to quality, I have seen better quality manure coming from the back end of a farm animal

    3. As to customer service, see my answer to #2 above.

    If if you need more info please do not hesitate to ask. I am an open book.



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    Default Re: Laguna Tools Laser Cutter

    Thanks for posting this. I was originally going to go with Laguna until I talked to a salesman. He didn't seem to know the intricate details of the machine which really worried me.
    I ended up going with two Boss lasers and am very happy with the purchase! Their service is excellent.
    Quote Originally Posted by Michaelmsg View Post
    1.I have received the machine. I have not updated my thread here, I REALLY NEED TO DO SO!!! Because I DO NOT RECOMMEND ANYONE DOING BUSINESS WITH LAGUNA TOOLS after the experience that I had with them.

    however I have FULLY UPDATED my review on the Inventables forum. You can read my review here.

    https://discuss.inventables.com/t/la...utter/38637/73

    this thread will fully explain the entire situation. I left absolutely nothing out.

    2. As to quality, I have seen better quality manure coming from the back end of a farm animal

    3. As to customer service, see my answer to #2 above.

    If if you need more info please do not hesitate to ask. I am an open book.




  19. #39
    Gold Member LeeWay's Avatar
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    Default Re: Laguna Tools Laser Cutter

    That is really depressing. You have to wonder about the work done on that machine. If you can call it that.
    And you paid a premium for the Laguna name?
    I have a feeling it will get much worse for Laguna before it has a chance to get better.

    Lee


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    Default Re: Laguna Tools Laser Cutter

    Lee,I have a feeling that their quality has been crap for years, now that I have had my experience with them and going back and looking at reviews especially the recent reviews. If it was anything like my experience, they tried to buy my silence by offering me a pitiful offer and then requesting that I remove all negative posts and don’t post any further negative posts. I wonder how many disgruntled customers actually fall for this tactic. My silence and freedom of speech does not come that cheap. They should consider the recourse of sending out machines in the condition that I received mine, some of us do expect to get our moneys worth and a quality tool for nearly $10k. This is the most expensive tool in my shop, and it arrived in the worst condition of any of my Tools, even used tools. Heck I was so worried about even powering up the machine when it arrived that I insisted on going through the entire machine first, which I was glad I did because of the loose wires and faulty connections that I found inside the brand new machine. I would buy from Harbor Freight before I would choose to do business with Laguna again. At least with HF you know what to expect before and after the purchase and their customer service is Far Superior in comparison, in my opinion.



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