errible Customer Support — Atomstack Has Lost My Business
I own an Atomstack X7 Pro laser engraver, and my experience with the company's customer support has been extremely disappointing. My first problem was a failed power switch. I emailed Atomstack hoping to obtain a replacement part, but ultimately had to find and purchase the switch myself from DigiKey to get the machine working again. More recently, the controller board developed a problem with the X-axis stepper motor driver. As a retired electrical engineer with 20 years of experience, I was able to troubleshoot the electronics and identify the failure. I contacted Atomstack again, simply wanting to PURCHASE a replacement controller board. They told me they would provide ordering information after the Chinese holiday ended on October 6th. As of October 15th, I still haven't received the promised response. To make matters worse, I was seriously considering upgrading to one of their more powerful laser engravers. Atomstack advertises a trade-in program for its lasers, but I was told my X7 Pro wasn't eligible, even though other models were. Apparently, being an existing customer doesn't count for much. I'm not expecting free repairs or special treatment. I'm perfectly willing to pay for replacement parts or invest in an upgraded machine. What I do expect is reasonable customer support, access to repair parts, and a company that follows through on its promises. Equipment breaks. I understand that. But when a manufacturer makes it difficult to repair its products and won't support customers who want to upgrade, it becomes difficult to justify buying from them again. After these experiences, I've decided my next laser engraver will come from a different manufacturer. My advice to potential buyers: Don't just compare laser power and price. Consider whether the company will actually support you after the sale.