Review Time
Our pronto 60 arrived 3 weeks ago and is yet to be fully operational. The auto focus sensors were bad and the air assist didn’t work correctly. So after 3 weeks of emails and promised call backs, the auto focus is corrected but the air assist is not. The really disappointing part is, if I could get a tech on the phone we could troubleshoot it extremely fast as I have already measured every voltage, cable, and hose on the machine. The irony is the machine looks to be well built and thought through but the tech support is so awful that I am completely annoyed with it.
Purchase on the 4th Feb, item was shipped out that day. Great! Advised if it cant be delivered by the 11th can it be held in the local depot until i could arrange what was needed. Was happy to collect etc. Someone in OMtech decided to mark it as return to sender. Okay no worries.. was delivered back to the OMtech wearhouse on the 14th Feb. Have been chasing this ever since. Excuse after excuse They cant confirm its back at the wearhouse, its CNY they cant do anything, finally someone calls and confirms infact it was delivered back to the wearhouse. Its now the 26th Feb. No reshipment as they are "reviewing notes" or refund! Avoid if possible. They will take $4000 and not give you anything
They offer products that don't work well together and then suggest entirely different options years later. I would advise choosing another company for a fiber laser. Their customer service is lacking; the support team has been the least helpful I've encountered.
I have two laser machines — a 60W and an 80W — and I absolutely adore them. Both units are dependable, powerful, and produce consistent, professional outcomes. The 60W excels in detailed engraving, while the 80W effortlessly manages thicker materials and larger projects. They provide excellent value for their performance and have become indispensable tools in my workshop. I'm already considering the addition of a fiber laser next.
The machine arrived damaged. Customer support only responds overnight if you live in the US. They made me buy another machine as a replacement, and after I paid, they told me the machine was out of stock(despite being on sale on their website). After two weeks of back and forth emails, I'm finally sending back the machine and have already purchased something from a reputable company - Xtool. Who knows how long my refund will take. Avoid Omtech at all costs.
I really wanted to love this laser. Build quality looks great and the design is solid but unfortunately, I’ve spent more time troubleshooting than actually using it.Out of the box, I ran into issues that made the machine unusable. I followed all the recommended support steps, including taking it apart and running tests myself and recording video to send to support, I even documented arcing issues that clearly point to a hardware problem.Support has been slow to respond — with over 12-24 hours between each message — and so far, I still don’t have a working unit. It’s frustrating to spend this kind of money only to end up acting as my own repair tech right away. Hoping this gets resolved soon, and if it does, I’ll update this review. But as of now, it’s been a disappointing experience for a brand new machine as I was able to do one job and now it’s a paperweight in pieces while I wait.
First laser arrived with the coolant leaking throughout, customer service was good and arranged for machine to be sent back and a new one sent out. Second machine I never got running as there were issues with gantry alignment and the laser head focusing. After back and forth with customer service/technical assistance, I decided it wasn’t the machine for me, so I returned it. Customer service was decent, can’t however recommend the product.
I called to get help with my omtech polar because it was producing a weak laser that would not cut even very thin wood. The person on the phone had trouble understanding me and I had to repeat myself several times. I finally hung up after being put on hold. I had to go to you tube to find the solution to my problem.
Initially product performance was EXCELLENT. The first time we had an issue with our machine was 2 years after purchasing. My husband and I purchased the OMTech Polar laser engraver in December 2022 after extensive research led us to believe it was the best fit for our small business. We received the unit in February 2023 and were immediately impressed. The machine performed beautifully, and aside from a few minor issues which we were able to resolve ourselves, it exceeded our expectations. For over a year, the OMTech Polar was a reliable and essential part of our workflow.Recently we experienced Technical Issues.Unfortunately, our positive experience took a turn when the laser began producing extremely weak output. It could no longer cut through even thin wood, rendering it unusable. This issue brought our operations to a halt for nearly three weeks, significantly impacting our business.Unfortunately our interaction with Customer Service & Technical Support was disappointing.Seeking help, I contacted OMTech’s technical support. The experience was frustrating from the start. The representative I spoke with struggled to understand me, and I had to repeat myself multiple times. After being placed on hold for an extended period, I hung up and resorted to YouTube tutorials to troubleshoot the issue myself.Later, their customer relations team reached out, and I attempted to reconnect. I left a voicemail and eventually spoke with Olivia, whose phone connection was poor and static-filled. After 30 minutes, I hung up and tried again, only to be disconnected once more. Olivia texted to say she’d call the next day—but that call never came until I followed up via text. When we finally spoke again, the connection was stable, and I expressed my disappointment with the entire experience.Technical support from Agent Alex was similarly unhelpful. He seemed to be reading from a script and lacked familiarity with the machine. It felt like I was speaking to someone who had never used the product themselves.Prior to this experience, we had seriously considered upgrading to a larger, more advanced OMTech model to support our growing business. However, given the poor customer service and lack of effective technical support, we are now rethinking that decision. Reliability and responsive support are critical for small businesses, and this experience has shaken our confidence in OMTech as a long-term partner.While the OMTech Polar itself is a solid machine, the lack of responsive, knowledgeable, and effective customer service has been a major letdown. For a company that caters to small businesses, this level of support is unacceptable—especially when downtime directly affects revenue.
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We garnered over ten years of experience in the laser engraving industry before launching OMTech out of Anaheim, California. We believe in US-based customer service and technical support, so our skilled laser technicians and 30-year industry veterans are here to solve customer problems efficiently and effectively. This brand has grown into the largest online seller of laser engravers. Our mission: to make quality laser machines accessible to all. See more
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