Full Spectrum Laser 5th Gen 40W laser UNBOXING HORROR

[James Tan]

Just received my Full Spectrum Laser 5th Gen 40W laser a few days ago, was really excited till i unboxed it and saw a broken glass tube.

The outer tube is still intact, it's the inner tube that is broken. Emailed them, send them pictures of the broken tube, and no reply at all.

I don't expect immediate replies but at least a next day reply to advise how i could solve this situation, or to assure that someone is getting on to this is not a lot to ask for.

While i have read many horrible stories about their after sales support , i still went ahead with the purchase, and so far it's proving to be a wrong decision.

I have 2 other larger lasers with 2 different companies and there is always a quick reply when it it comes to support.

The only time i have gotten fast response from them is when they can't accept my google check out payment because it is international funds and wants me to wire them the money.

Requested for an invoice to be emailed to me , no reply as well, it feels like no one seems to care if it's not about them getting paid, not a great way to do business.

I will continue to update on how this is being handled and then perhaps people can make better informed decisions on their purchases with this company.

Let's see if they can make this right.

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[Walt Langhans]

Well that sucks, sorry to hear about your misfortune. Just out of curiosity (honestly I'm not trying to start a huge debate or be sarcastic in any way) why after reading all the horror stories about FS did you buy a laser from them, and if you have 2 other laser with 2 different companies why not go back to them? If things go well for me I'll be getting a second and hopefully third laser and at this point I can't see any reason not to get other Shenhui if for no other reasons then the one I have is doing what I need it to do, and if I got more of the same, I could keep the same spare parts as well as I've already gone through the some learning curve.

[Bert Kemp]

Well I hope they make it right for you but you are right they only care about money and give the customer a hard time. they will probably try to blame you for the broken tube, then make you pay shipping both ways for a new tube. What I'm hoping here is that someone from FSL will read this and then do you right just to to show there not all bad, but don't hold your breath.Come on Henry send this guy a new tube at your cost.

[Jerome Stanek]

The tube is not at his cost as GWeike has a 2 year warranty. He may want you to pay for shipping I would talk to GWeike and see what they have to say.

[Rodne Gold]

was the tube in a packing box or was it installed?

[James Tan]

Walt: I decided to buy that from them purely because it has the novelty of a removable base which i felt that i might be able to use it to engrave on tables etc. The other 2 laser i have are a larger co2 and a galvo from chinese companies, would definitely go back to them if i needed something larger.

Bert:Well that would really spoil this whole experience if they decide to blame me for this .

Jerome: So they get their tubes from Gweike?

Rodne: The tube came already installed and i think that is probably the problem. The Chinese companies always has thick soft form wrapped around the tubes and shipped separately.

[Jesse Anderson]

Please keep us updated on this James.. I understand why u used the words Horror... I have much experience with ordering things from companies that are shady from china. U could order a $4000.00 Product and they send u a brick. If u complain all u get is short 2-3 word answers.

[Dennis Rech]

I have to ask why this is a FSE issue and not a FedEx, UPS, DHL or USPS issue?
It sounds like the tube was broken in transit.
Once a manufacturer delivers an item to a common carrier, it is no longer their property.
There are very specific regulations covering goods damage in transit and you should be contacting the carrier.
I see that FSE has a $35 insurance that covers damage in transit with full replacement value.
If you bought this insurance from FSE and they are not replying, then they truly are .
They should reply no matter what, but it is the freight company that broke the tube and the freight company should do the reimbursement.
The freight company may say that FSE did not package the machine correctly, and if they do, then FSE should step forward and replace the bulb.
However, the first step should always be to call the carrier.
Awaiting to hear how this plays out.

[Rodne Gold]

Installing the glass tube and then shipping the laser is almost a guarantee it will break in transit. Tell them to supply you a new one chop chop..it's their problem.

[James Tan]

Dennis: Yes i did paid extra for that $35 insurance, the problem here is i should at least get a reply as soon as possible when such problems arise. But i give them the benefit that it may be weekend now so they may not be replying to mails.
Will wait till the end of monday and see if there is any replies.

[Bert Kemp]

My tube died after less then 100 hrs of use. FSL told me "to bad my tough luck" oh and the tube was only 2 months old. It cost me over $400 dollars to have the tube replaced . I know its was covered from were they got it so they got my money and another tube for free, and I the customer got screwed big time.

[TAMI WILSON]

after having some experience with UPS and UPS insurance. If the laser was shipped UPS he is screwed. They will clain inadequate packing etc in order not to pay the claim. Trust me I know. Just google UPS insurance claims and you will get an education.

tami

[Dennis Rech]

after having some experience with UPS and UPS insurance. If the laser was shipped UPS he is screwed. They will clain inadequate packing etc in order not to pay the claim. Trust me I know. Just google UPS insurance claims and you will get an education.

tami

We ship several hundred items to customers each year.
My experience is that about 2% will become lost or broken.
UPS breaks things. they once managed to break a 1x8 inch solid oak board across the grain.
USPS loses things. Books shipped first class never arrive and never return.
FedEx delivers to the wrong address and then lies and lies and lies.
DHL, shipped internationally, must throw boxes out of the airplane; They come so beaten and distressed.

My policy is to just send a no cost new package to any lady that calls and says that something is broken or did not arrive.
We do not bother to insure, we do not bother to make a claim.
It is just not worth it. It is part of the cost of doing business.
I guess that we are self insuring.

Since James Tam paid for FSE guaranteed delivery, then FSE should honor the claim, not the shipper.
It is the weekend so I guess that we should wait a bit and see how this plays out.
Dennis

[Dan Hintz]

The tube came already installed and i think that is probably the problem. The Chinese companies always has thick soft form wrapped around the tubes and shipped separately.

FSL ships stuff this way to save on shipping costs... it's cheaper to ship one box of pre-assembled product than two (or more) of well-packaged product. It's an extremely dumb way to save a few bucks on something like this...

[Mark Smith61]

It's not as simple as it's the freight companies fault. For example what if I put 100 eggs in a box with no packaging and shipped them UPS? Is UPS responsible for the broken ones, which would be all of them?

[Rodne Gold]

If you do have issues claiming , it might be cheaper and less hassle for you to buy a 40 watt tube from another company nearbye you , or even bring one in from china..it should cost anything between $200 and 300
Keep us informed of what transpires , it might help others avoid the same mistakes or as a warning in respect of dealing with said company.

[Dennis Rech]

It's not as simple as it's the freight companies fault. For example what if I put 100 eggs in a box with no packaging and shipped them UPS? Is UPS responsible for the broken ones, which would be all of them?

Fifty-five years ago, I remember the mailman delivering boxes of baby chicks to our farm.
Not one was ever damaged in shipment.

The shipping companies have some pretty strict regulations concerning packaging.
I know that FedEx requires 2 inches of foam encasement for any of our products that have higher than standard insurance coverage.
The rules also say that any damage must be reported to the shipping company immediately.

For us, it is less expensive overall to just omit the $10 or so of extra packing and just send the item with the absolute minimum packing and set the $10 aside for the inevitable crunch.

My FSE laser came properly packaged. foam lined and double boxed.
I suspect that James' was packaged similarly.
There is a good chance that FSE just missed the broken inner tube and shipped it that way.

Our stuff almost never gets broken unless the box gets crushed.
The box either gets there OK (98% of the time) or it gets destroyed.
A four foot fall or being thrown into a shipping dumpster like the airlines do isn't the cause of our broken stuff.

It gets run through with forklifts and then backed over while the driver is trying to get it unstuck.
We had one package delivered totally flattened with tire tread marks on it.
Hey, I've backed over a few things in my life also.

The part that is a bother is that in 30 years of shipping thousands of items, some get damaged, but not ever, never, has a shipping company called and said, "we goofed and broke your stuff".
Never.
Our name is on the package along with our phone number, address, and customer number.
Instead, some shipping companies just dump the broken, mangled carcass onto the customer's porch and drive off like thieves in the night.
Others deliver what's left of the item and ask the customer to please inspect for damage and then tell them to file a claim.
Then weeks go by, and no one returns the calls and nothing is ever reimbursed.

To put a little validity to what Tammy says in a message previous, more than a few women let us know that they "Hate UPS even more than they hate Comcast."
Shipping, it is what makes business interesting.

[Gary Hair]

It gets run through with forklifts and then backed over while the driver is trying to get it unstuck.

That's exactly what happened to a sheet of Corian that was shipped via FedEx. I went to their depot to pick it up, I was in a hurry to get it and they would deliver it the next day or I could pick it up that day. I watched the kid getting it off the truck and he did exactly what you said - ran the forks through the box! He was put it on my truck and started to drive away. I ran after him and asked him about the gaping holes in the side and told him I saw him run the forks through it. He said, "do you want to open it to see if it's ok?", we did and found he had scratched both sides! One fork on the top and the other on the bottom - talk about bad luck! After convincing him I needed a claim form he found one and filled it out. To the credit of FedEx, they let me keep the piece and wrote a check for the new piece and next day shipping.

[Mike Null]

My claim situation with FedEx was always good. I never had a claim denied. And they were prompt.

[James Tan]

Quick update:

Still no replies at first (my initial mails went to Aurora & Grace), just send another mail to their support and sales mail and got a reply from Henry & Jeff.

And they offered to send the replacement tube, they also offered to take the laser back and install a new tube if i am not comfortable with the installation, so credit for this on their part.

And just for reference, i got the shipment via Fedex. And i also did like to show how the machine was packed, the machine in general is protected, you can see it is surrounded by the form covered with some black plastic, the form is not really the soft type. But might be better if there is some kind of shock absorbing protection on the tube, wrapped around or something.

I will continue to update on this and once i get the new tube installed, i would do a review on the laser and it's performance.

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[Dan Hintz]

And i also did like to show how the machine was packed, the machine in general is protected, you can see it is surrounded by the form covered with some black plastic, the form is not really the soft type. But might be better if there is some kind of shock absorbing protection on the tube, wrapped around or something.

When I ordered my Chinese machine, this is exactly how it arrived from the factory. The difference is mine had two additional packages shipped with it... one for the laser tube itself and one for the remaining items (power supply, water pump, etc.). As I said before, FSL is trying to save a few pennies by putting it all together and shipping as one package under the guise of making assembly easier for the end user... horrible idea.

[Jimmy Phillips]

When I ordered my Chinese machine, this is exactly how it arrived from the factory. The difference is mine had two additional packages shipped with it... one for the laser tube itself and one for the remaining items (power supply, water pump, etc.). As I said before, FSL is trying to save a few pennies by putting it all together and shipping as one package under the guise of making assembly easier for the end user... horrible idea.

I agree with Dan......poor business practice to try and save a few bucks....

[Gary Hair]

As I said before, FSL is trying to save a few pennies by putting it all together and shipping as one package under the guise of making assembly easier for the end user... horrible idea.

I'm sure they save enough on shipping to more than cover the few tubes they have to replace. Self insurance like that is fine for the company but not so good for the unlucky customer who happens to be the recipient of the broken tube. If it were me, I'd pay the extra shipping and not have to worry about the unhappy customers, and bad reviews, that this is causing.

[George Carlson]

I agree, they should not ship the unit with the tube installed. However, I suspect the reason they do is that most of their customers who buy the hobby lasers are people who just want to plug-in the lager and go. If they received a machine and had to mount the sensitive tube, solder, and seal the connections with HV tape, the customers would complain about that. Also, how much damage and problems would be linked to tubes instaled backwards and bad arcing connections?
I was an engineer for TI back in the very early days of calculators. We built a desktop hexidecimal/octal calculator called the SR22. Although the calculator was a desktop unit, TI sold an optional battery pack. The pack consisted of several D-size NiCad batteries capable of delivering tremendious power. You would not believe the incredable burned-out carcases of SR22s that were returned after the customers installed the battery pack wrong.

[Jim Dawson]

I have never seen a glass tube in a laser. Is this something they only use on cheap chinese stuff?

[Rich Harman]

I have never seen a glass tube in a laser. Is this something they only use on cheap chinese stuff?

http://lmgtfy.com/?q=laser+tube+image