I'm not a happy camper with Thunderlaser Tech Support


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    Default I'm not a happy camper with Thunderlaser Tech Support

    Last week (Wednesday the 24th) Ben at the Thunderlaser factory in China and I did a skype to figure out that the X axes motor on my less than three week old Nova24 Engraver is bad.
    Ben told me that he would sent me a new motor. And I was told that it would probably be sent DHL by air and take about a week to get to me. I was counting on the motor being here by the 1st or 2st of June.
    Now tonight I received this from Ben.
    "Hi Gene,
    I'm very sorry for my mistake,i should had sent the motor to you before last week.
    I forgot it and feel so sorry about that,please excues me.
    BTW,please tell me your current address and phone call,so i can send the motor today."
    He ask again for my address even though he already has the information I had sent to him.
    Ben has cost me FIVE days production and maybe one of my best customers!

    The only thing I can say is "Holly S***"!!!
    On a scale of 1 to 10 what do I think of the Thunderlaser factory tech support? = I think "-1" than is BAD! How could you forget something like this for five days. Especially after I told Ben how important it was for me to have the motor as soon as possible!

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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    FWIW, there is a Thunder Laser reseller in Texas that will almost certainly give you better service, though probably not under the warranty you have from the Chinese factory. Still, if it means keeping a client it might be worth buying a motor/drive from the Texas guy if he can supply it in a day or two.

    USA-LASER-ENGRAVER



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Quote Originally Posted by MichaelHenry View Post
    FWIW, there is a Thunder Laser reseller in Texas that will almost certainly give you better service, though probably not under the warranty you have from the Chinese factory. Still, if it means keeping a client it might be worth buying a motor/drive from the Texas guy if he can supply it in a day or two.

    USA-LASER-ENGRAVER
    Hi Michael,
    If you are referring to Lone Star Laser in Whitehorse, Texas this is owned by Clay Lutterll. And he is the person I bought the Nova24 from. (Nay 11, 2017) Only thing, they do not carry any spare parts or carry any laser machines in stock Every thing comes from China including parts. The one I bought was a demo on loan from Thunder Laser. One problem I encountered was Thunder Laser had lead Clay into thinking and selling the Nova24 as having a 60 watt laser tube. When I got the Nova24 home set-up and running, I saw a test on Thunder L18322432aser web site on how to test the laser tube power. After running the test and sending the results to the tech at Thunder Laser. I found out that the laser tube is only a 40 watt tube. One of the main reasons to buy this Thunder Laser Nova24 is because I thought it had the 60 watt tube. There are NO marking on the machine as to power ratings or out put of the laser tube . Clay did the only thing that he could do and refunded the difference in the price of the 40 watt laser and the 60 watt laser. Clay is good people to deal with but I find that there is a limit to what they can help me with. Clay told me he had never seen a problem like the one I encountered and told me the best way to get to a tech at the factory. to help find the problem with the Nova24. I like the way the Nova24 is put together and operates when it does work but this problem with the X axes drive motor is a real bummer. And for the Thunder Laser technician forgetting to send the motor is with out a doubt inexcusable. I think the only reason he thought about the motor again, is because I sent him an email and ask if he could send a tracking number to me, that was Friday my time which would be Saturday his time. When he saw my email asking for a tracking Monday morning, all hell broke loose. The tech said this time he would send a tracking number but as yet I have not heard back from China. It is almost noon on Tuesday, in China as I write this. Do you think the tech may have forgotten again or even gives a damn.



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Huh.....an X axis motor is just a stepper motor......if it's in a gearbox reduction you are sunk, but it's still just a stepper motor attached to a gearbox if fitted...........and you spent 5 days in lost production figuring out that it was faulty and then some more time in international discourse trying to save a few bucks because it was a warranty thing and then lost a valued customer.

    That is the science of stupid at it's highest degree......why didn't you just replace the motor with an off the shelf local motor and when the seller agreed to a warranty claim just send the bad motor back.....the actual seller is a US person not the Chinese maker.

    If this is a demo model I would be surprised it came with a warranty.

    If your US seller got it originally as a demo model...... and it appears he's just a drop shipper....... and sold it on to you...........it's potentially a second hand used item........how come it went bad as soon as you got it and you went to the China source for the warranty claim?

    I think the seller has pulled a fast one on you.

    Has America forgotten how to make anything and everything?
    Ian.



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Mr.handlewanker,
    Let me see if I can educate you just a little. You are right, the motors on my laser are not true "Servo Motors". But I can tell you this the "Closed Loop Hybrid Servo Motors" are a far cry better than "Stepper Motors".





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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Quote Originally Posted by gene8522 View Post
    Hi Michael,
    If you are referring to Lone Star Laser in Whitehorse, Texas this is owned by Clay Lutterll. And he is the person I bought the Nova24 from. (Nay 11, 2017) Only thing, they do not carry any spare parts or carry any laser machines in stock Every thing comes from China including parts.
    Hmm - I have email from that seller claiming that they have tubes, power supply, lenses, and controllers, though he doesn't mention anything about steppers or drives. The Nova 24 uses Leadshine steppers as you noted and they do have US support available here:

    Leadshine World Offices

    so you might try contacting them in the US if you haven't already. You might also try contacting Nolan Yang from Thunder Laser in the General Laser forum here to see if he can expedite your shipment from them. I've gotten packages from China delivered to me here in the states in as little as 2 days by DHL, so it should be possible.

    Good luck on getting a fix in time.



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Quote Originally Posted by gene8522 View Post
    Mr.handlewanker,
    Let me see if I can educate you just a little. You are right, the motors on my laser are not true "Servo Motors". But I can tell you this the "Closed Loop Hybrid Servo Motors" are a far cry better than "Stepper Motors".

    Hi....duly educated...thanks......it would appear that the servo's you have are not all that reliable as a driving source....that's what it's all about......just a passing comment.

    My main point is, when the SHTF and the whole outfit grinds to a halt, it's nice to be able to replace the faulty items without having to prowl the World for a supplier, but I guess you already know about that.


    I watched the video and one things is apparent.....the servo drive is good if you have a heavy load to drive that could cause missed steps with a plain stepper motor system, but as you're driving a light X, Y and maybe Z axis laser machine that is not a happening.

    It would be a situation if you were driving a router or mill that placed a load on the drive motors driving the axes etc, so I think the solution you have for a drive is plain overkill.....accurate yes, but overkill.
    Ian.

    Last edited by handlewanker; 05-31-2017 at 02:27 AM.


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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Quote Originally Posted by handlewanker View Post
    Hi....duly educated...thanks......it would appear that the servo's you have are not all that reliable as a driving source....that's what it's all about......just a passing comment.

    It would be a situation if you were driving a router or mill that placed a load on the drive motors driving the axes etc, so I think the solution you have for a drive is plain overkill.....accurate yes, but overkill.
    Ian.
    With the fine detail work a laser cutter-engraver will do "accuracy" means a lot.
    I think you are saying that I should have bought a laser machine that is made any where but China. I would LOVE to have bought a machine made in the USA but right now I do not have $16K to $20K for a machine the same size.( I checked ) that is not made in China.



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Wow....for 16K US$, and given that a laser machine frame work "can be" much lighter than a metal munching gantry router, as it doesn't have to resist the thrust of the cutter etc, I would think that as laser machining is so popular there would be a ready market in practically every back yard for a home built model, even a pretty big one as it's only extra frame metal.........copying a China built model would be a place to start I think.

    The only difference in tooling is the laser burn tube and it's power supply + controls etc, and the Z axis is practically a fixed item anyway........what part of the !6k - 20k would that take up?

    That's just curiosity on my part, but I see the drive to buy American is now on the cards........perhaps Trump would win biggies if he subsidised any home built effort as opposed to buying abroad......your local MP....congressman....whoever.... could get in on the act to win votes etc.....buying American is a serious business.
    Ian.



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    I would like to update everyone on this problem with Thunder Laser tech support. Ben had forgotten to send me the replacement motor. I am also guilty of forgetting sometimes. Well that has been taken care of .I received a text message from DHL this morning, they have a delivery for me to be delivered June 2nd (tomorrow). WOW that was quick. Also I told Thunder Laser that I had been told that this Nova24 had a 60 watt laser tube installed in it. And after I had the machine home and did some testing I found that the tube is only a 40 watt. I am sure it was no ones fault just a misunderstanding or miscommunication. I had ask Nolan at Thunder Laser if he would send me an upgrade to the 60 watt laser tube at a reduced price? In response to this Thunder Laser has sent me, at no cost, a new 60 watt laser tube and power supply. The tube and power supply should be here June 20. This is what I call outstanding customer service. So after this problem, would I recommend the Thunder Laser? Absolutely I would. I like the way this machine is put together it looks like high quality workmanship and materials. The Thunder Laser is more money that the cheep-o laser that I have seen on ebay. But with customer service like this it is hard to compare them.
    Gene



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    Congratulations Gene - are you back up and running now?



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    Default Re: I'm not a happy camper with Thunderlaser Tech Support

    They need to get cameras on these lasers like the MUSE and Glowforge. I hope they are working on this.



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