Issue With Engraving Machine that Failed
I have bought a heat press, a hat press, and a tumbler press and love all of them. They work great. Last September I was excited to see they were offering an engraver for a really great price - the Loklik. I ordered it and received it in a timely manner. It was a little difficult to set up by myself, but I did manage to get it together in a couple of days however, I had trouble from the beginning getting it to connect to my laptop or my iPad since I am technology proficient I I was able to find a way to get it to work, but it was frustrating. Then just a week ago I was trying to use it and experienced extreme problems getting it to connect. I managed to again find a workaround and then after getting three projects complete it just stopped working altogether. I contacted support and was connected to a very nice rep named Luis. He was very helpful. Very patient and I was happy with his service. He offered a replacement or a refund. I opted for a replacement and he did ask for a video to show that it was not working, and I also included some photos of the connection issues. My next contact with Customer Support was an approval of my replacement machine but they wanted me to box up the non-working machine and send it back to them and they would pay for the shipping. Now this thing is heavy, and I do not have the original box that it came in anymore. Getting it dismantled and shipped back to them would be burdensome to me as a 72 years old woman. I did not feel it was fair to have me dismantle the machine and then try to get it to a shipping facility. I replied to Customerservice that this was a non-acceptable solution. They promptly replied to me the next day and informed me they understood and offered to send me a new machine without me having to return the old one. I was very appreciative of that as I was going to probably also have to pay somebody to do dismantle it because I did not want to attempt it after the time it took me to put it together. I am looking forward to the new machine. I am a bit disappointed is out of stock and but will be here by the end of August, hopefully. My only other downside to this is that I am most likely going to pay somebody to put it together because I don’t wanna go through what I did before with the first machine getting it assembled. Despite all that they get four stars because Luis was awesome and their customer service was very friendly, very polite and very accommodating to my situation. I would definitely buy from them again.