Here are some of the correspondence that I had with Laguna Regarding this matter. I refused to speak to them over the phone because there was no way for me to prove our conversations because their employees refused to reply to my emails confirming what was stated over the phone. So I intentionally only communicated with them via Email to have FULL DOCUMENTATION of our conversations. This was the only way that I could protect myself and to have factual evidence to back up my claims instead of the He Said / She Said Scenario.
My emails are in BOLD .
Laguna’s Responses are italicized.
Hello Luke, sorry I live in an area that has no cell phone reception 90% of the time. Typically goes straight to voicemail. It has been a real nuisance and the quality of our service continues to decline. It takes 15 minutes for me just to reply to a simple text. Ridiculous to say the least.
I will admit that I have already acquired the Laguna Laser. I will state that I am extremely disappointed that I made the choice to go ahead and accept delivery and pick it up at the terminal. They did refund my entire freight charges for this. However, I sent them a review last Sunday night of the machine. It included approximately 60 photos. I will be posting this review online by the end of the week, but I am giving Laguna the opportunity to respond before I do so and as of today, they still have not done so. The review is not good and they have completely lost me as a customer. However I have a substantial investment into this machine already not including all of my time wasted dealing with them, so I will be keeping the machine and making the appropriate modifications to it so that it will be a better/safer machine. I realize this will void the warranty but considering I can not even get them to respond, I predict the warranty is only as good as the piece of paper it is written on and considering the warranty info is only posted on their website, well nuff said.
It is possible that if others do a web search on Laguna’s Lasers, they will read my review and this will steer them away from purchasing one of their units and your company might get those individuals as customers.
So far I have started a thread on the Inventables forum and on CNCZone. And soon I will be posting again on Sawmill Creek, if they do not sensor my next thread. I duplicated my same threads from the other two forums, but sawmill creek rejected it. Maybe bc Laguna is a sponsor of theirs, I don’t know exactly.
Good luck and thanks for contacting me.
I am the service manager and have been trying to contact you since last week to resolve the issues with your laser. You sent me the review a few days ago and I have made 3 phone calls to you since then with no response. I left voicemails. If you can only communicate through email, then please let me know but I would love to be able to talk to you on the phone at some point. I want to resolve your issues and restore your faith in Laguna Tools.
Email is the best method of communication.
I only received two voicemails on Friday. This is the first contact that I have received this week. But like I said my cell phone reception is awful so your VMs might show up still sometimes voicemails show up 2-3 days later.
We want to offer our sincere apologies about your experience with the Laguna Laser. Was there a shipping issue prior to the laser’s arrival?
As for the issues on the machine I agree that the condition is unacceptable and I am not entirely sure how this could have gotten past our quality control. It is something that we are absolutely looking into. I can assure you this is not the way we do business and I will do my best to restore your faith in Laguna.
I understand you are making modifications to the machine and keeping it. Is there any way I can offer you a machine exchange or some sort of other similar compensation to make this right?
If you are past the point of a machine exchange I understand, we would be happy to offer you a full refund and come pick the machine up. We do not take the situations like this lightly and would like to do what we can to resolve this issue.
Did you receive any of the voicemails I left for you? I want to assure you that we have tried to respond. Were you aware that it was me trying to contact you in this latest email chain? Some of the email was a little confusing as it seemed like you were not aware the service department was attempting to contact you. Regardless, we want to do whatever we can for you. Please let me know how you would like to proceed.
Thank you for reaching out.
The only VMs that I have received from you were on Friday of last week, 2 of them. I have not received any of the VMs from this week.
My message to you earlier was a mistake. Honestly what happened was I received a VM from another Laser manufacturer inquiring about selling me a Laser, coincidently the salesman’s name was also Luke. So that is who I thought I was replying to. That should explain why the email came across as jumbled.
I wanted to give your company the opportunity to respond before moving forward.
As to your questions.
Yes there was a shipping issue. I was given an estimated shipping date of six weeks when I placed my order. That six weeks turned into 16 weeks. There was also an issue with delivery bc the freight carrier refused to do a curbside delivery bc I live on a culdesac. There were other hiccups as well. In the end I personally picked up the machine at the dock. Rick did credit the freight charges back for the delivery issues.
As of yet, I have not made any modifications to the machine.
As to the machine exchange or even the return. I started researching this purchase in January and placed this order in February and still have yet to actually fire up the machine. Getting the machine out of my shop and Re-crating it and then shipping it back, then Going through the delivery process again that was already a headache and a nightmare, then un-crating the machine after it has been delivered and getting it back into my shop and set back up, will set me back atleast 5 more full days. On top of the time that I have already lost. And at that point I have to go back through the machine again or I lose all of the time that I have already invested into the machine starting way back in January/February. If I order another machine from another company I am basically gambling again on the quality of those machines bc I have never done business with those companies before or even seen one of their actual machines except for Epilog. So it is a CrapShoot.
If I keep the machine and do the modifications as I have time, at least I won’t loose the time that I have already invested, which has become substantial at this point and like I said I have not even fired it up yet.
At this point I do not know what to exactly say or what type of Compensation to even ask for or even to expect. All I know is this has been a real burden on me, extremely stressful and I have lost a lot of time dealing with this situation.
What are your thoughts.
FYI, Luke a voicemail from you just came through on my phone. 4 hrs after you left it. This is why I prefer to communicate through email. I live on the lake where we are surrounded by hills so When I am at home my reception is awful and not dependable.
Just wanted to follow up.
I understand you want to to keep the machine after the trouble you went through, but if it is an issue of you being extremely dissatisfied in the future as well, I want to do what I can to prevent that.
Depending on what modifications you make on the machine and if you still want to keep it, I would be prepared to offer you a 15% refund on the machine and an additional year warranty on the machine depending on what parts/modifications are made.
How about 30% and we forget about the warranty entirely, this will allow me to do whatever mods I see fit.
The best I can do is 20% off the cost of the laser. I cannot offer 30%.
How about 25% then.
A 20% Refund is the best I can do. Our margins do not allow for any more than that. At 20% I can still offer you a year warranty pending the modifications on the machine.
Keep in mind that freight alone for replacing the unit will run your company approximately $1500. $750 to and $750 from, plus it will make me lose about 5 days in doing so.
You can’t meet me in the middle? I know you say that your margins are so not large enough to allow it but consider the amount of time I have lost dealing with this entire transaction. Is my time not worth anything
I will agree to the 25% with no warranty under the condition that all current negative posts and all future negative posts are removed from the web or print. We are trying to make things right, but we also need reassurance that after we resolve this situation that the negative posts do not continue.
25% is not enough to buy my silence, not even close. The way I see it, your company has way more to lose on impact of sales alone from the impact of the review of the sales experience and the condition of how this machine arrived. I’ve not done anything wrong in this transaction except for choosing the wrong vendor and this has had a Great Negative Impact on me personally.
The General Public needs to be aware.
I have offered you a new machine (exchange) , considerable discounts and extended warranties to make this right. I am not sure what else I can offer you. Is there something else you had in mind?
I am doing my best to negate the negative impact that this has had on you. No one is saying you have done anything wrong. We are not buying your silence, I am trying to come to an agreement that by us making things right, the negative posts cease.
Please let me know what else I can do.
_I am just checking in with you again in regards to your thoughts on what I can do for you. _
I have offered a complete refund, a significant discount and an extended warranty. Is there something else you had in mind?
Thank you for your time,
I have been trying to contact you for 3 weeks now. I am doing my best to make things right with you, but have not heard back.
I have offered you a new machine (exchange) , considerable discounts and extended warranties to try and resolve the issue . I am not sure what else I can offer you. Is there something else you had in mind?
Please let me know what else I can do.
Well, I informed you what I would like to have as compensation for my troubles however your stipulation that I had to remove all current posts and that I could not ever write anything negative was a deal breaker. I won’t give up my freedom of speech that easily. And replacing the machine or returning the machine is at a huge expense/loss of my time and energy invested that I will not get back and will not be compensated for. So with those options I am at a huge loss as well. I really don’t know what else to say or do but to move forward and publish on-line my full review of the machine of how it arrived and also publish what needs to be done to properly address my concerns with the machine as well so the general public is aware of what to expect when purchasing a Laguna Laser. If Laguna’s R&D and quality control on this $10,000 MSRP machine had been better, we would have never needed to go this route.
I don’t think that my request was outlandish in any way, but I can understand why that is a dealbreaker for you. I have offered a 25% refund on the machine if you want to keep it. I have offered to replace the machine. I have offered to have you return the machine for a 100% return. I have done what I can for you and I apologize that we could not reach an agreement.
You said in an earlier email that you will do your best to steer people away from purchasing a Laser from Laguna. I have offered everything I can to either take the machine back with a complete refund or compensate you for the trouble you have had, but you still want to keep the machine.
From my earlier email :
"We want to offer our sincere apologies about your experience with the Laguna Laser. As for the issues on the machine I agree that the condition is unacceptable and I am not entirely sure how this could have gotten past our quality control. It is something that we are absolutely looking into. I can assure you this is not the way we do business and I will do my best to restore your faith in Laguna."
This is NOT how the machines should arrive and I have offered multiple options to resolve the situation.
However it Did Arrive this way and there is no arguing that point!!! And instead of standing behind your product and completely making it right you want the customer to wind up empty handed or at a loss. You forget to add the stipulation that along with the 25% refund I have to sell my freedom of speech and can never write ANYTHING negative about this machine. I would have taken the 25% refund however I won’t sell my freedom of speech that cheap. The other options leave me with basically 100s of hours of loss time and energy with no compensation or no guarantee that the next machine will show up any better considering R&D is lacking as well.
What I have experienced with this entire transaction Is not good business, If you ask me, and I prefer not to do business with companies like this. And yes I will make my experience available for others to see what to possibly expect by doing business with Laguna. You can’t say this never happens because I have proof that it does.
I agree that your experience has less than satisfactory, no one is arguing that point. I sincerely apologize for the experience you have had.
I don’t recall saying “this never happens”. I have said that it should not have happened and it is regrettable that it did.
Please confirm that you are not accepting what we have offered:
1) Complete return on the machine with a 100% refund.
2) A 20% refund with an 2 year extended warranty.
3) A 25% refund with no warranty after you make modifications to the internal wiring of the machine.
I will take option #3. Which is what I asked for in the beginning. However I will not remove existing posts and will not refuse to not write more posts. If this is acceptable to you I will make sure to point out that you did compensate me for the issues/complications.
I am happy to proceed with option #3, and agree that there should be a mention of the compensation for the shipping indecent as well as the condition of the machine in current and future posts.
I have forwarded the information to the sales team and accounting. It will take a little while for the refund to process, so I appreciate your patience. Again, I sincerely apologize personally for the condition in which you received the machine and the experience you had before you received it. It is never our goal for this to happen and I am deeply sorry that it did.
Thank you. I will make it a point to point out the compensations in my reviews.
If you could have them just mail a check to the shipping address that would be best.
I have forwarded your request to accounting. I hope you have a great rest of your day and a great weekend as well.
Luke, it has been almost 3-weeks since our last correspondence. Can you please give me an update on the reimbursement?
I followed up with accounting and they have informed me that the check should be in the mail.