Ortur H20 – Safety Hazard and Poor Support Subject
Subject: Deeply Disappointed with Ortur H20 – Safety Hazard and Poor Support I was genuinely excited about the Ortur H20 after reading several glowing articles and getting in early through the Kickstarter program. Unfortunately, my enthusiasm quickly turned to disappointment once the unit arrived. Several components were not assembled correctly out of the box — an issue I managed to resolve myself, thinking that was the worst of it. I was wrong. On only the third project, the laser caught fire. Thankfully, I was standing nearby and able to shut the unit down and extinguish the flames before things escalated. I contacted Ortur’s support immediately, providing all the necessary photos and details. After a lengthy back-and-forth with a support agent named Daniel, the final offer I received was a discount on a replacement 40-watt laser. That was it. No real apology, no replacement, and no acknowledgment of the potential danger involved. I’m extremely disappointed, not just with the product quality, but with how seriously Ortur seems to take product safety and customer service. Frankly, it’s unacceptable. I hope my experience serves as a caution to others — and that Ortur reevaluates how they handle serious safety incidents. Regards, John Armstrong *** UPDATE as of July 6th 2025*** Still ongoing issues with Ortur! After several emails back and forth I am no farther ahead as I was at the start. Here is the way things have gone so far. They finally took ownership of my concern on the fire the 40-Watt laser caused. (Nothing more than just lip service I may add.) Finally, had some movement in a laser replacement. (so, I thought) Once the laser module arrived it was soon discovered it was a totally different laser. You would think with all the issues thus far they would ensure they at least got that right! (WRONG) Even before the (Wrong) laser arrived they had asked me to edit my review. No for the next leg of this journey of the 40-Watt laser replacement! Here is a reply I received from them. upport@Mon, Jun 2, 9:57 PM to me Hi, I apologize for the inconvenience. And thank you for your support and recognition of our products. We will improve our security awareness in the future. 40W module will be arranged to be sent out for you within two working days. We hope you will delete all negative comments about our company. We have realized the seriousness of the problem. Thank you for your cooperation and understanding. Wish you a happy life! D******* Fast forward to 2025-06-29 From: John Armstrong Date: 2025-06-29 11:52 To: support@John Armstrong Subject: Re: Re: Your Tickets - Service never ends! Ortur always with you ! I still have not received the REPLACEMENT! Next Email Mon, Jun 30, 2:26 AM (6 days ago) to me Hi, Here is the tracking info. ********* Not sure exactly what's going on here, but the result is STILL NO Laser! ⚠️ UPDATE as of July 6, 2025 – Ongoing Issues with Ortur! ⚠️ Despite months of back-and-forth, the situation with Ortur is still not resolved. Here’s the short version of this ridiculous timeline: My Ortur 40W laser caught fire, causing damage to both my material and machine. After multiple emails, Ortur finally acknowledged the issue, though it felt more like lip service than true accountability. They agreed to send a replacement… but what arrived was the WRONG laser module. After everything that had happened, they couldn’t even get the model right. Even before the incorrect module arrived, they asked me to edit or remove my negative reviews. Here’s an actual message from their support team (June 2, 2025): "We hope you will delete all negative comments about our company. We have realized the seriousness of the problem. Thank you for your cooperation and understanding." Yet as of July 6, 2025, I STILL HAVE NO WORKING REPLACEMENT. They sent me tracking info on June 30: But surprise — no laser has arrived. This has gone on long enough. I'm now several months into trying to get a proper replacement, and Ortur continues to delay, deflect, and prioritize damage control over customer support. Let me know if you want this adjusted for email, social media, or a product review platform like Kickstarter, Amazon, or Trustpilot — I can tailor it. You said: The picture I tried to attach was the wrong laser module...... Yep, that is the correct replacement. Come on, Ortur!