Cloudraylaser Reviews 3

This could be a very long story.

Short story:
Several months after receiving a CO2 galvo laser that was DOA I am still having midnight WhatsApp conversations with techs and customer service people. They first forced me through repetitive diagnostic calls, then I shipped the laser generator back. They 'repaired' it and returned it to me. I installed it only to find that the machine had a soft focus and could do almost nothing. Through multiple additional calls with technicians, they agreed to take the light path (generator, expander, galvo, etc.) back and 'align' it for me, even though I demonstrated with videos and photos that it was quite aligned. They've had it in-hand for about a month now and have sent me videos that don't demonstrate any of the capability that was missing.

I've purchased three machines from this company. Two are great and one is junk. The customer service is a nightmare (by design). Just try to leave a review on their website. They have created an ecosystem where they claim great product and service but have no US presence and no intention of supporting you properly.

I'm convinced I know this machine better than most of their techs at this point. Their approach makes no sense, unless they have such poor quality that they literally can't afford to have systems designed to take care of customers. For someone with 25 years in industry, this feels more like a well-run con than a legitimate business.

I’ve been working with lasers for over 6 years and I run 3 shops on Etsy, so I know exactly what I’m doing when it comes to maintenance and operation. I bought a Reci W4 laser tube from Cloudray, and it failed after only 5 months. Instead of standing behind their product, they are making up lies to avoid honoring the 10-month warranty.
They are actually trying to blame ME for the failure. They claim I used the tube without turning on the chiller, which is total bullshit. My Ruida controller has "Water Protection" enabled—the laser is physically blocked from firing if water isn't flowing. I even sent them proof, but they just ignore the facts so they don't have to replace a defective tube.
They purposely dragged out the email conversation for two weeks just to push me past the 180-day protection window. After 6 years in this business, I’ve never seen a company be this dishonest. This is officially the last time I am buying anything from Cloudray.
They will take your money and then point the finger at you when their tube fails. Stay away!

I tried to reach out to their customer service to ask what kind of laser to buy, but after I clicked the chat button and left a message, I got absolutely no response. It's so frustrating because I have no idea if they even got my message. The whole experience just felt really unhelpful. I hope you guys can fix this.