As many of you are aware Laguna Tools has a new line of Laser Cutters. A few months back I placed an order for a 150w Laser cutter with a bed size of 38"x52". The machine that I ordered was the SmartShop EC model.
Before placing my order I did some research on Laguna tools and noticed that their customer service and warranty was lacking, to say the least. However, most of these stories were approximately five years old. I had assumed that Laguna had made some improvements since there were no current reviews dictating otherwise.
I want to share my experience so that there is a current review regarding this manufacturer.
Here is a brief timeline of the process. The quotation marks represent direct quotes in email correspondence from Rick Kerrigan, Sales Manager, for Laguna Tools
2/2/17 "Lead time 4-5 weeks out"
2/23/17 "container due in the end of March. So we are 5-6 weeks away from being able to deliver."
2/27/17 order was placed with an approximate ship date of 3/27/17 TBD
4/4/17 "couple of weeks away"
5/1/17 "Finally in Port"
5/1/17 "estimate 2 weeks or so"
5/18/17 "FYI-your machine should be ready to ship next week"
5/26/17 account paid in full," Machine should ship next week"
5/31/17 "will finally be shipping Tue-Wed of next week"
6/5/17 (telephone conversation) will be shipped Tuesday or Wednesday of this week
6/9/17 STILL NO SHIPPING CONFIRMATION!!!
I had been extremely patient through all of this process, but sometimes enough is enough. I sent a message to Rick expressing my Concerns.
The response was as follows:
"I certainly understand and am beyond frustrated too - the factory we contract has not met their promised production lead times - we are definitely selling way more than anticipated but when we landed them as our factory they committed to being able to handle us. We hope to finally be caught up soon (as they are finally improving on their ship dates) - but it has been difficult at best - I do not like my customers being disappointed believe me.
That being said, your order shipped on Wednesday via Saia Freight - usually when an order is invoiced you receive an automatic email with tracking."
Previously, Rick and I had discussed Delivery and I paid $750 for Home Delivery. When we discussed delivery options, I had informed him that I live on a Culdesac and most deliveries that come frieght have issues because 54' Semi Trucks can not turn around. Here was his response: "It is set up as residential delivery w/liftgate service - the carrier is Saia - they are usually pretty good. Once it ships, I will send you the tracking # and contact info - I would recommend calling once it's on the road and explain your specific situation. They should be able to handle i."
As of my first email on 6/9/17 I had not received any tracking number or contact info for the shipment. Rick provided this information to me in his reply. It had already shipped and was currently in Texas with an expected delivery date of 6/12/17. I then contacted the shipper, Saia, with the tracking number. I was informed that delivery would be on a 54' Tractor trailer and that if they could not get to my house with a tractor trailer, then I would have to do a dock pick up or meet the driver somewhere for pickup.
Let me point out that the shipping weight on this item is 1700 Pounds!!! What they were demanding is nearly impossible without Large Moving Equipment such as a forklift and a trailer, which most individuals do not have available at the drop of a hat. Let me also state this as well. Once I take delivery, I am solely responsible for the machine from the place I picked it up, to its final destination in my workshop/residence. So if anything was to happen, then it would be entirely my loss and not the shippers. This is why I demanded Home Delivery and Paid for it. If the item had been less than 200 lbs, then I would have not been nearly as concerned but we are discussing a 1700 lb item here. No easy task for one person to move from Curbside to garage, let alone move it several miles including loading and unloading.
Needless to say, I became disgruntled and contacted Rick again. The response given was "Our Shipping Manager is on this and will arrange a solution."
So as of 6/9/17 delivery is scheduled for 6/12/17.
So this has been my experience so far and the machine still has not arrived. It really makes me wonder how the customer service will be after the fact considering the bad reviews pertaining to this company's past history of bad customer service.
I also want to point out that the Frames for these machines are manufactured across seas. They are then imported to the US. I was under the impression that Laguna Tools finished assembly of these machines on site in their own factory. But as stated in Ricks reply they contract a local factory who he laid the blame on for the delays. So to the best of my ability it seems that Laguna Purchases the frame for the machines from across seas and then contracts another company/factory to assemble the units here in the States. My assumption is that Laguna never even see these machines and they are just a retailer for them. All work is done by other companies who set up the machines and apply the Laguna stickers and Laguna is just a middleman for the sales department. I can not verify this but it seems logical considering my experience so far.
This does help explain one thing that concerned me early on after I placed the order. Information for these machines was very sparse and answers to my specific questions were extremely difficult to obtain. If I had to guess, the reason for this is because Laguna is just a middleman and the Sales Agents or even Sales Manager do not know the product they are selling. This is a huge Pet Peeve of mine. Typically when a Salesman does not know the product, then that means they are only trying to make a sale and do not care wether the item they are selling is the best product for the consumer.
My advice, Buyer Beware!!!
At this point, it is very possible that I would have been better off just ordering an equivalent model off of Amazon. Plus I would have saved a substantial amount of money by not buying a name brand laser with their warranty.
I feel that since there are so very few reviews available for the Laguna Tools Laser Cutters, that I am obliged to share my experience with the public. I will continue to update this thread as this situation progresses.