ONELASERReviews of 1laser.com

I regret purchasing my XRF laser from OneLaser. I wanted to support a US-based company, and I liked the idea of an RF CO2 laser. However, their customer service and the build quality of the machine have been disappointing. The hinge on the laser shattered after about 13 months of moderate use. I contacted customer service and sent them pictures of the issue. They said it would be covered under the warranty. So they sent me replacement hinges. I asked if I would be given instructions for best way to go about replacing the hinges. They assured me that I could call customer service and that they would walk me through the replacement of the hinge. They provided the phone number. Their short-term solution was to override the safety feature in LightBurn so that the machine would run while the door was ajar. It took nearly three weeks to get the hinge to me. When it came, it came with the wrong attachment hardware. I called customer service three times and never reached anyone. I left three messages with my phone number, my email, and my issue. No response. So I emailed customer service about the issue. They responded but said they had no record of my calls or messages. I screen-shotted my call log and sent it to them. They never responded to that information. They did provide some directions for how to replace the hinge. However, they were terrible directions. The hinge replacement was a pain and took me over two hours because accessing the screws that attached the hinge to the door was difficult due to where they are placed. I did a Google search looking for directions. The only thing I found was a YouTube video from a gentleman who was having the exact same hinge issue. Which makes me think it is a design flaw. There is a small pin in the middle of the hinge that apparently gets bent out of shape and breaks the hinge. I paid nearly 5k to have what should be a great laser crippled by a poorly designed hinge, and poor customer service is disappointing. I hope they improve, because I would like to see a US company do well in this space.

The XRF laser itself is amazing but the camera installed in my unit is NOT. I've had nothing but problems with it from the beginning. I've opened up a ticket originally and thought I was sent a bad USB cable but after i replaced the cable with my own the problem is back with a vengeance. I opened a ticket but I received no response to the second ticket. The camera works for a little while and then it stops. If I reset it it works for a minute then nothing. I have to let it sit overnight and then in the morning it works for a little bit then bam it stops.

The product is well thought out and built. Customer service is sadly lacking. My initial order of the XRF had very little communication. Since it was a pre-order there were very long stretches of nothing from the company. There was no notice from the company when the unit actually shipped. The only notification was from the delivery driver saying "I'll be there in 15 minutes". It was a good thing I was actually in town. Pretty poor. I also ordered the air assist on a presale basis. After 6 months, I got a shipping notice. But, using the tracking number showed that while they created a label they didn't actually ship one to me. When I contacted them about they kind of shrugged and said "sold out, we'll ship you one from the next batch." No info about when to expect it. I still don't have it. I honestly can not recommend the company to someone thinking about getting a laser. In retrospect, I probably should have bought a Thunder Laser.

Machine doesn't engrave the advertised bed size, it will only cut it 12x24". On a 24" bed you can only engrave around 19 inches before getting buffer errors. Camera cuts out and you have to restart Lightburn all the time. Print and cut is terrible. It can't accurately print and cut at all. You have to reauto-focus EVERY TIME you run the laser. They release a firmware update to fix this and you can't even update it following their instructions. Autofocus limit switch is broken now. They sent the machines out programmed at 1g acceleration instead of 3g so the machine ran so slow for 8 months until someone noticed and fixed it. Been waiting on parts for a month now and nothing has been shipped. The sale guy Sakura is so painful to deal with. Just all around a disappointing company. The only bright side is the laser does engrave well and has been putting in work for many months now.

I recently inquired about purchasing a OneLaser XRF with the sales team (Murphy) who was very helpful but never sent me an invoice regarding the system I was considering. He followed up in an email and asked if I received the proposal. I wrote back immediately and never heard back from anyone. Several days after not hearing back from anyone I decided to call and leave messages with sales, customer service and tech support. All with messages to leave an email. 4 days later I got a call back from Kris (tech support) who could not help me but told me he would "bug some people" who would get back with me. Not the professional feel I was looking for when investing on something so expensive but I did give a second star!