The right team for your warranty is crucial for quick resolution.
In May 2025 I purchased an Ortur Laser Master 2 S2 LU2-10A 72W with an Air assist from Amazon. One of the reasons I purchased the Ortur is the stated One year "Worry Free" Warranty. As of July 21st the air assist has died. I went through all of the troubleshooting steps to no avail so I contact the Ortur support. I received a reply the day after that stated: "Hello. I have inquired that you should not have purchased it from our website and we are not able to provide one year after-sales maintenance service." I am guessing that they are stating since I purchased it from Amazon, they will not honor the warranty. I reached out to Amazon, but am being told I have to go through Ortur support since I didn't purchase the Amazon warranty for $30 extra. I will definitely be switching brands for my Laser equipment and will just try to sell my Ortur. Update 07/24/25: Support reached back out and are now willing to work with me. I will update again once they have resolved the issue. Update 0/25/25: Another response from Ortur regarding the air assist that is being sold by their store on Amazon, which is clearly marked as an Ortur brand in the description, is not in their "Family" so I have to contact the "Platform" to get another pump. So now we wait for another contact. Update 08/01/25: They finally put me in touch with a support person that helped me and after a few emails back and forth, they are sending me a new air assist for my laser. Update 08/11/25: Once they got me in contact with the right department, the replacement went very smoothly and quickly, The replacement arrived quickly and I am back up and running!