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well you saw that one coming in your other thread, good call I guess.
This is really unfortunate.
If you had to go back, having the knowledge you do now, do you think it would stop you from buying a laser from them?
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And here it is - I've been permenantly banned.
Proof positive that if you dont leave a good review, if you leave honest reviews that address the pros AND cons of the product, you will be banned:
Truly stunning. Are you SURE you want to buy a laser from these people?
well you saw that one coming in your other thread, good call I guess.
This is really unfortunate.
If you had to go back, having the knowledge you do now, do you think it would stop you from buying a laser from them?
At this point? Absolutely. One of the big draws was the US based customer support, and the forums. And it seems if you dont give them a 5 star review (on a system thats impossible for anyone to see) you even lose forum access as part of your 'support agreement'.Originally Posted by cgjeff
I've never in my life dealt with a company so backwards in their approach to the customer. They dont sell $5 widgets, they sell $2500+ lasers. My review has already cost them one customer, see the other thread. How many more won't buy because of the problems they might encounter?
It's truly assanine to ban a customer from your forums for, what in essence, is a 3 star honest review on google checkout, which NO ONE can see anyway. Sure, there were steps in between, but when you boil it down, I left a 3 star review, refused to change it under what can only be called bribery, and then "punished" by them for NOT changing it by basically banning my account.
Unfortunately I'm married to this laser at the moment. I'm curious to see if I wanted to purchase an accessory from them if they'd even take my money. The childish way they have handled this, I wouldnt be surprised if they refused.
Hey, FSE, you obviously read this... what the hell? You DO realize a lot of other people read this - is a three star review on a reviuew system you make it impossible for anyone to see worth this sort of bad publicity?
I'm not trying to be a jerk or hold anyone hostage here with threats of badmouthing, I just want the normal business relationship anyone would have with a company. Yes, my 60 day support ran out. Fine. But to BAN me from the forums because you're upset I left an honest review of your crappy business practices?
Wow.
thanks, lots of good info in your threads.
I'm still trying to decide if i want to deal with full spectrum. The quality of the machine seems nice, as does the software/drivers, but I would say that your threads (and some others on this forum) are making me put serious thought into whether or not i want to buy from them.
I have been going between buying they entry level laser or build my own. I know building will cost more but but I have now decided to build one.
Thanks for posting your experience.
If I sold $2500+ lasers (or any other machine to that matter) I would want a life long relationship with that customer as they may well come back for either another machine or a bigger machine as their business grows.
Here in the UK a supplier would not be around that long if they ran the business in this same manner as FSE - I am not sure if thats the case in the USA so for that reason alone I would steer clear of any company who operate like this.
As said in your other post, I was thinking of purchasing - not now. Thanks for letting us know and I hope Henry @FSE either treats you like a good customer and gives you the support you deserve or offers to give you a full refund for the machine if he does not want you as a customer any more!
Dave
I think the only thing that is still keeping me considering buying a laser from FSE is the quality/price aspect. I haven't been able to find another laser in this price range that is as decent of quality
Though if anyone has any suggestions on that, i'd happily not buy from FSE to avoid their terrible customer service.
Despite our low cost, our customer support is one of the best in the industry. You call us at 702-482-8594 and a real person picks up the phone immediately during regular business hours or you get a call back within a few minutes if the support people are already on the phone.
Thanks to a phone call with (InfernusDoleo) we have worked out the misunderstandings. HE has made several suggestions which we will put in place to improve our business practices and avoid future misunderstandings.
We offer ALL customers telephone and e-mail support during the warranty period. If Ed or any other of our customers needs service/spare parts we are happy to supply them free of charge within the warranty period and sell them outside the warranty period. We have over 20 staff all over the world and invest hundreds of thousands of dollars in R&D. The result of our R&D efforts have resulted in better products such as our upcoming V4 RetinaEngrave upgrade. We offer this upgrade free of charge to customers requiring no hardware changes and a nominal fee to those that do need new electronics, even if they are out of warranty by several years.
The confusion is the use of our forums. The forums are NOT a general discussion area. We also do not handle warranty related issues on the forum. It is simply a compilation of useful information that we edit continuously to make is searchable so customers can find information quickly. We are considering an non-moderated section but no other major laser company in the USA (Epilog, Universal Laser, GCC, Vytek, Trotec, etc) have an open forum. Thanks to Ed’s suggestions, we have clarified this use in our terms of use: www.fullspectrumengineering.com • View topic - Terms of Use
Instead of using the forum, customers can directly E-MAIL or PHONE a live person during our regular business hours.
We also offer 30 day money back guarantees on our lower end 40w Deluxe Hobby Lasers. We once had a return and the reason was that the machine worked great but didn’t fit on the desk the customer allocated for the machine. All dimensions are given prior to sale but we still happily returned 100% minus shipping and handling.
Hopefully it clears up support at FSE which we strive to be the best despite our low cost. Please call us if you have any questions or concerns.
Full Spectrum Laser LLC
702-482-8594
Last edited by ger21; 07-12-2011 at 06:58 PM. Reason: remove users name
"....The confusion is the use of our forums. The forums are NOT a general discussion area."
A Forum on the internet is a place where people can discuss issues, as it was in Roman times where the populace could debate issues in 'The Forum' when it was a physical place.
It would appear that what you have is NOT a Forum as you allow no debate, and to use the term Forum is a missnomer.
Andrew Mawson
East Sussex, UK
i'm very curious to see what InfernusDoleo says about your conversations. Even if you did sort things out with him, the initial "bribery" over his review makes me wonder if something larger was not offered this time. And beyond that I would love to know why he was banned from the FSE forums to begin with.
I have read what FSE posted here, and I'll comment in a bit when I get some time this afternoon.
I will say here and now that it SEEMS FSE is trying to rectify the situation. But I'll be honest, and I told Henry of FSE this via email - I'm not 100% convinced whats being done is a 'trying to do business better' or just a 'shut up the guy whos *****ing about us on the other forums'. The only way to prove intent is to keep doing it. Its like if your wife cheats on you and you choose to forgive her... the only way to trust she's not blowing smoke up your ass is her continued trustworthiness. She might just be saying "Forgive me honey!" so you don't kick her ass out.
I dont mind saying this here - its nothing I havent told them already. But I will post my side of what all happened here lateron this afternoon when I get some time.
Being a form owner I know what a pain it can be to manage. General chitchat can tie up the moderators with posts that aren't on topic. Having a misunderstanding over just the forum use as a reason to not buy a product is not something I would do. I have a 60 watt unit on order and FSE has shown great patience every time I come up with a question. They have responded via email within 24 hours in most cases and even on the weekend a few times.
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