Quick response, but more interested in the bottom line
UPDATE 03/02/26: (original review available if you want) Review of Monport Corporate Service (Not any particular Product) TL;DR: Fast to respond, but unhelpful for real tech needs. Device arrived DOA (broken laser tube). They sent a replacement tube (just the tube) after 12 days and initially offered a measly $20 for the hours of tech labor I performed to fix their broken machine. BEWARE OF 5 STAR REVIEWS: After sharing this honest review, Monport replied: "The free items promotion is applicable only to five-star reviews. To receive the items... please update your review rating to five stars." Be very wary of their high ratings; they are attempting to "purchase" a 5-star reputation with $15 sheets of acrylic rather than earning it through service. Product arrived with a shattered laser tube. It took 12 calendar days and 20+ emails to receive a replacement. I replaced the CO2 tube and performed a full mirror alignment myself. While responsive and professional, support sent a removal video for the wrong product line and provided zero guidance on disassembling this specific model. I found the info on my own. By repairing this myself, I saved them ~$500 in round-trip shipping, avoided a "refurbished" loss of revenue, and provided 6 hours of free labor on a product that should have been plug-and-play. Despite this, the negotiation was a battle, let alone the fact that there shouldn't be negotiations in the first place (if your goal is high customer service). They started at $20 "Sorry for the inconvenience" offer. I countered with $600 or a specific product bundle (30% of the product price, the high end of typical customer service compensation). They offered $300. I asked for $500, or the bundle (which was ~$400 out of pocket for them, but worth ~$700 to me). They stood firm at $300 — 15% the cost of the product, the bare minimum for normal compensation. I accepted so I could finally close this. Gemini AI Summary of our exchange (done after writing this review): I would give them 2 out 5 stars, based on the email exchange you shared with me. The Good: Fast replies; ultimately sent the part and a $300 partial refund. The Bad: Rigid scripts; wrong instructional videos; insulting $20 initial offer; ignored valid safety questions regarding water in the power supply; attempts to bribe customers for 5-star ratings.