Charles S.'s review of Full Spectrum Laser LLC

Full Spectrum Laser LLC

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Complaint Posted 4/2/2017
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Full spectrum Laser does not treat customers right
Muse Hobby Laser and Retina Engrave Should never have been released. I bought a Muse Hobby laser engraver which arrived in early March. Immediately I found that it had many software bugs. files would load sometimes and not others. The load would appear to start but the progress bar would just sit there. After as long as 12 minutes of nothing changing I would have to refresh the browser to get control of the software. I'm not talking abut large files. I'm talking about .JPG files of around 100kb. Some would load and others not. There were many other problems that would take to long to explain. The Techs tried to help but were able to do nothing to improve things. The second day i went to boot up the Muse only to get a Blue screen. Multiple attempts were the same. The Muse failed to boot up. FSL had me ship the machine back saying that they would replace it with a new Muse that had been fully tested and working as it should. When that machine arrived it acted the same. There was only one improvement over the first one. The first one had homing problems for the laser head. When you would home the laser head ti would move to the left back corner and slowly move across to the right rear corner. It would click and pop in ways that had to be bad for the engraver. When the head would get to the right rear corner it would continue to try to move to the right and the noises would continue for a few seconds before stopping. The second Muse did not have that homing problem. but the same issues with files loading were making it a real problem. No file loaded means the engraver is useless. I use 90 to 95 % Corel Draw files for laser engraving. I even upgraded my Corel Draw version to X7 before the first muse arrived. It is the version that the Full spectrum Laser web site had said the muse was designed to use. I never was able to upload a Corel Draw file except when i converted it to a .PDF. I only did that because a tech said it would work. It worked but the resulting engraving was total junk. And the file i converted was used by me several years ago with another laser engraver that made great engravings of it. As I used the new Muse more the problem got worse. Error screens began to pop up while loading (or trying to load). This got more frequent. Then they started happening at other times too. Once you have a file loaded and click the arrow button to start the machine engraving a window would pop up telling you that the Muse was preparing your file for engraving. This usually lasted only a second or two and then the engraver would start running the job. But error screens started popping up during the file preparation. i sent FSL an email on Thursday morning 3/23 asking someone to contact me so I could start the return process for a refund. A guy i Marketing called me that night at 7:44PM and it was obvious from he first sentence that he was of the opinion that my problems were not the machine but me not knowing how to run the Muse. He told me he would walk me through the steps to to get me going. I told him i was past that point and that I wanted to return the muse for a refund. Then the call got nasty. i have never had anyone be so abusive and argumentative with me. When I told him that I needed to be able to use Corel Draw files he said we are not affiliated with Corel and FSL never said that the Muse would work with Corel Draw files. When I told him that before I bought the Muse I had read that the muse was designed to use Corel draw files. The guy said that I must have gotten that from some source that was not connected with FSL. He said twice during the conversation that if I had read the Muse manual I'd know what files the muse can use. (I had told him that I had read the manual but he ignored that) The call got worse and I realized that there was no reason to continue to take his abuse and attitude. It was necessary for me to interrupt him to say that I was finished with the call and that I wanted someone to contact me about the return procedure. but no one replied to me. I called and sent emails with no results until 8 days later when i finally got tech support on the phone and got an RC number for the return. They refused to pay for the return shipping and told me that the accessories that I had bought would be charged a 20% restocking fee. To get things going as soon as possible i shipped the Muse a Water Chiller, and the Exhaust fan back to them. the three boxes sent the cheapest way Cost me $271.73 fro UPS Ground. As I am writing this the Muse has not arrived there yet. The email about the RC number and return policies stated that after FSL received my muse they would evaluate it before charging me 20% restocking fees. then the remainder may take up to 30 days to be received. I have now talked to three different FSL employees. None will admit that the Muse is not able to do the things they advertised it to do. Every time the subject or the return or that the Muse does not do what it was advertised to do they give the same exact response, "We are not responsible for a customers expectations". They also like to say, "we are sorry that the muse did not meet your expectations". No one will admit that the machine and software has serious defects and missing features. So basically i bought a Muse that was defective, got a replacement muse that was also defective. and now they are adding insult to injury by charging me return shipping and restocking fees. I have spent $5,655 for the muse and accessories (includes a $155 shipping charge) plus I have now spent $271.73 to ship their faulty machine back. and I still have to wait up to a month to receive my refund with Restocking fees deducted. I can't believe the nerve of a company to refuse to admit that two of the Muse Hobby Lasers are defective and to punish me by making me pay to return their junk. I filed a complaint with the BBB of Southern Nevada earlier today and will likely take other actions. Be warned. I gave Full Spectrum one start in this rating only because it is not possible to give them no stars.
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