I purchased a 3-phase industrial laser machine from iGolden CNC.However, the machine that arrived was not what was ordered.Instead of a 3-phase machine, I received a 220V single-phase machine, which is not allowed in the EU for systems above 3.6 kW.The internal wiring and labeling were also wrong (labeled L1/L2/L3), which caused the machine to burn and fail when installed according to the labeling. This was not a usage error, but a manufacturing and specification error.I contacted the manufacturer and was asked to return the machine to China for repair.I paid shipping and customs on my own because I had no other choice.After months of waiting, the machine was supposedly repaired, but the machine has been kept in China for many months without being returned.Meanwhile, the manufacturer refused to provide a legally compliant 3-phase EU configuration and refused a refund, even though the product delivered did not match the ordered specification.Communication became more difficult, conditions kept changing, and finally the company stopped responding for weeks.As of today, I have:No machineNo refundNo usable technical solutionLost shipping + customs costsLost time and production capabilityThis has been the worst purchasing experience I’ve had with an industrial supplier in 20+ years.European buyers who need 3-phase or EU-compliant industrial machines should be extremely cautious.UPDATE 6.1.2026RESPONSE TO COMMENT DATED FEBRUARY 6, 2025Thank you for your reply.However, your public statement does not match the reality of our communication.You write that you take responsibility and arranged a replacement.In private messages, you repeatedly stated that voltage issues are not your responsibility and asked me to pay for upgrades, engineers, or shipping.Key facts remain:* I ordered a 3-phase machine* A single-phase 220V machine was delivered*Incorrect labeling caused the machine to fail* I paid shipping and customs to return it for repair* The machine has been in China for months* Refund was refused* Return shipping costs are still disputed* No confirmed shipment date has been givenIf your company truly wants to resolve this, the solution is simple:👉 Return the machine via DACHSER at your cost and provide proof the machine operates correctly in european standard, or refund full payment and keep the machine.I am still open to a fair solution and hope your public message reflects real action going forward.Update 23.2.2026The situation is still unresolved.I have now been informed by the freight forwarder (DACHSER) that the customs re-export document expired on 31.12.2025 because the machine has still not been returned.This may now cause additional customs or storage costs.As of today:The machine is still in China.No confirmed shipment date.No refund.No solution.Potential additional costs due to expired customs documentation.I am still willing to resolve this professionally, but time continues to pass without concrete action.
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As the professional supplier of CNC Machines, iGOLDENCNC provide all series of CNC router: Include CNC wood router, 5 axis CNC router, 4 axis CNC router, 3 axis CNC router, 3D CNC router, Mini CNC router, Stone CNC router, Foam CNC router, CNC acrylic cutter, ATC CNC router, EPS CNC router. Furthermore, iGOLDENCNC also provide Furniture making machine, Fiber laser cutting machine, and CNC plasma cutter. All the machines widely used in cutting and engraving processing for wood, metal, foam, stone, plastic, acrylic, leather, fabric, glass and other material.Please contact us directly if you need any suggestions or solutions, you'll get the feedback within 1 hours while working time.See more
