Trotec Laser Reviews 111

Recently purchased a new laser and had a problem with autofocus out of the box. However, had extremely responsive assistance from a variety of parties at the company ranging from my sales rep down to several layers of technical support. Two remote service appointments and two in person appointments were necessary to fix the problem which was a bit complicated but these were performed efficiently and conveniently for me and at no cost. The laser works flawlessly and I am very impressed with the commitment to service and customer satisfaction I have experienced even when faced with a challenging problem.

Trotec is a very good partner in our industry. They offer exceptional laser equipment along with first-class support. Thank you to Brent, Sara, and the entire team at Trotec.

Was thinking about buying a laser and emailed Trotec and have had no reply at all. Based on this I looked at Trustpilot and it seems there are no good reports at all. I may have dodged a bullet.

I am usually the last person to resort to writing bad reviews when I am not satisfied, but given that support seems to ignore the issues in their Ruby software, I didn’t see many other options. In 2022, I bought a 'young second-hand' Speedy 300 from Trotec, which was delivered with the Ruby software. Since the beginning, I have been experiencing issues with the Ruby software that do not occur with the old software (Job Control, which is no longer supported). These problems only occur with the previous generation of Trotec machines and have been resolved starting from the 2023 model. From the time of purchase, I was told that these issues would eventually be fixed in Ruby. Now, two years later, these problems are still the same. Support has now simply closed this case with the conclusion 'the problem lies with the customer.' A machine of this price range, and they cannot admit (or better yet: solve) the issues in their software, so the customer is the problem. Stay away from Trotec; you pay a lot of money and think you are buying perfect support. Nothing could be further from the truth.

Probably one of the worst investments and experience we have had purchasing equipment. After months of service calls, upgrades to power etc.. they found it was their laser issue not our power issue. They sent us a new laser but has constantly had issues and will not return service requests.

If you are looking for a 70k paper weight you have come to the right place.

I put in a service request for the tube that's going out on the Speedy 360 that I run. Left a voice mail and a tech actually returned my call a few hours later,but then he told me he'd give me a quote within the hour. Six days later,I had to send an email asking where the quote was, I got a response two days later. What's worse,the quote was for parts and services that wasn't related to a simple tube replacement,which the final cost was over $16K!

I've sent two emails,one(on the same day as the quote) asking to explain the cost and another (eight days later) stating that I was still waiting for a response.As of today,it's day 20 from the first I called with an issue.This is totally unacceptable!

I'll make sure that the next laser that our company purchases,I'll STRONGLY urge my bosses to stay away from Trotec. Great machines and easy to use,but when something goes wrong,they are nowhere to be found. Maybe Epilog might be a better option next time.

UPDATE:
I finally did get an updated quote on 2/21/24. The initial quote,and my reply to the the quote being an error,was sent on 1/18/24,a day short of five full weeks after the initial quote.

I don't think it's in any way unfair to say that this is totally unacceptable.

Went for interview made to feel unwelcome.

Had problems aligning the beam, their service tech installed laser tube and couldn't get it aligned. I've spent countless hours on the phone with their service department. Now that it is out of warranty they let me know that not only was the tube probably defective when they put it in but that it was also refurbished and not new as they led me to believe. It's out of warranty though so they won't do anything about it even though there is record of me contacting them multiple times before the warranty had expired. They have no interest in making corrections for their poor service department and using subpar parts which cost me thousands. Not only cost of parts but loss of production.

Bought a Speedy360 with all the attachment tables (no camera no rotary) for $32K five years ago. Its been a nightmare ever since. Once its paid for I will sell it for whatever I can get out of it. I previously had/have a ULS V-460 built in 2002. This 20 year old is what I've been using and continue to use while the Trotec sits and costs $570 per month.
The best thing about Trotec is the box the laser is shipped in. If only they had put that much thought into their laser and ESPECIALLY their software. My advice: Don't throw that crate out. You will want it to repack the laser when you sell it. BTW, Trotec won't help you or buy it back from you. They are all about making the sale. Their service, training, and after sale attention is 0%. Other than an email a few months back informing me they had been hacked and they were unable to help or even see any service tickets, I have not heard from them or the jerk that sold me this POS for the last 3 years.
I'm not giving specifics because that would require a novel. You can't just take great parts and throw them into an enclosure and get a great laser. The new Ruby software is a step back for the buyer. Great. I have to be online, send them my information (most proprietary), so that when they get hacked, or decide to charge me a monthly fee, they can make even more money. I'm sure they will soon discontinue the job control software so that I have no choice.

In three words, I will give to you the advice I wish someone had given to me: DONT BUY TROTEC!

I am very unhappy. I have paid for my order and can even get feedback regarding my delivery i keep mail them and its day 2 and no respons. We are dealing with customer that think we are Incompetent because of the supply is bad response time

Horrible customer service and unreliable for such an expensive machine. X-axis motor went out after regular, but very light use over a few years. Getting it fixed has been a nightmare, and I’m losing customers daily. Spent over $2200 on parts and still waiting on them despite requesting overnight shipping. Even when the parts arrive, I will have to attempt to install them myself. I might expect this from a Chinese-made machine, but it would have cost me about 20k less to purchase. Definitely not performing as advertised when I bought it. They’ll say anything to sell them and won’t stand behind the product down the road. Buyer beware.

I have been in business using laser machine in the last 25 years. I have used many brands of laser equipment over the years. My experience about Trotec tech support has been really bad and disappointing. Trotec lasers are good machine with many good features. However, when you have problems, it's difficult to get anyone in the "tech support" department to talk on the phone. Everything is done through emails with lots of days going by without any resolutions. When you actually get a human to respond, you will then be given wrong information about how to fix the technical issues to begin with. Would I buy another Trotec laser? Hell no.

I have contacted Trotec, created 6 tikets, on every site, I have spoken to a lady in marketing twice, who does not even want to admit how bad the service personnel are. The trotec I know before, they had the best service, now, they have the worst service. It is time to solve your customers problems or else you will loose them. Get back to where you were, great service

Worst customer service and far too expensive for what you get. I had one speedy 400 machine go down for electrical issues. The guys at trotec will only send someone if you pay thousands of dollars. They will only send parts if you spend thousands of dollars as well. They do not try to help you. They just want you to give them money. I currently have both of my machines down with no solution to it and trotec says they don't know what the problem is. Every month this year we have had some type of issue and I have had to find the solution to these issues on my own while paying a bunch of money for parts. These machines are money pits. Do not for the love of God get a trotec machine.

Incredibly old-school business using invoicing and net terms etc etc... but most disturbingly, if you make any order through their site, they invoice you months later about it instead of just charging you at the time of fulfillment! And then they put me on some list, where twice a year, I'm being solicited to sign a pre-filled "tax-exempt" form (I never requested this) which just reeks of tax fraud on their part. I made the mistake of placing one small $60 order for a couple sheets of plastic, as the only place on the internet I could find that specific combination... and been dealing with their arcane, broken, wacky 1980s way of doing business, ever since then. Can't seem to get them to stop, as nobody replies to emails either (that are direct replies to where they sent the messages from, which appear to be real people).

Don't do business here unless you want to be put on some client list you can never escape from.

I own a Trotec Speedy 300(2015). I recently had to change computer and needed tech support for re-installation of softwares. I opened a ticket on their Web site and after 3 days, no one has called me back. There is no way to talk to anybody. I’m still without a solution to my problem atthis date.