Testimonials from Epilog Laser Customers

"We had a problem with the mother board on our Mini. Warranty had just expired, but the problem had been occurring intermittently for a couple of months prior. Tech support assessed the problem, made the recommendation for repair, and was able to get the cost covered under warranty. Great service and great support...we are extremely pleased with the machine and will hopefully be purchasing another Epilog in the near future!"

Al Cheek, Excalibur Awards

"Epilog laser has the best customer service I have ever experienced! Each time I have called, I have been given detailed instructions of how to open my machine and test different parts to determine the problem. The representatives are very patient, describing each part and where to find it. Replacement parts have been shipped overnight with great instructions on how to install them. I would recommend Epilog to anyone!"

Tonya Bryner, Hillcrest High School

"I've had my Epilog Legend 36 EXT for almost 2 years now and in that time I've not had any problems with my equipment. In that time, I've been able to work on some extremely creative projects with people from all over the world. I do have a background in computers but before contacting Epilog, had no experience in the use of a laser. Between your documentation and support I was able to get up and running in no time and focus on building my business.

I decided to try and build a company that allowed me to mix creativity along with the technical skills that I've developed over the years. This led me to start 5280 Lasers LLC, which catered to the artistic community.Through the use of my beloved Epilog, Myspace, Facebook and lots of caffeine, I've been able to produce things in collaboration with artists that I never would have thought possible.

Last night I was working on a deadline for a client on an art panel and I noticed that my laser made a strange noise and the job didn't complete properly.After speaking with the Epilog support technician, Dan, on the phone the next morning, I was told that I'd receive my part the next day which will still allow me time to meet my deadline. I'm very happy to say that every interaction with Epilog has been pleasant. From pre-sales, to training and eventually technical support, have all been great! When I was looking at laser equipment, one of my major concerns was support and I'm extremely pleased I decided to purchase an Epilog laser, thanks!"

Kurt Barbee, 5280 Lasers LLC/Lasertag Cartel

"Have been busy but wanted to let you know that the Mini got here and in good shape. Had everything ready so all we had to do was set it up and start burning. And what a machine! We have engraved everything from denim to acrylic with fantastic results. Even marked an identification number on a pair of handcuffs for a local policeman and logos on an ice fishing spear. Possibilities are endless and the biggest problem is just getting some organization into the mix. Couldn't be any more pleased and am very glad that we decided to go the Epilog route. Thanks for everything and if I get stumped I’ll be calling but it’s so easy to run I don’t see any need for that yet!"

Weldon Gibbons, Sand Shooters

"I have owned an Epilog Legend Laser 24TT for over eight years and would like to acknowledge my distributor, Mr. Tom Doran, and the Epilog technical support team who have consistently advised and assisted me with any issue that I have encountered. They have always been friendly, timely, more than fair, and willing to find a solution without trying to sell me equipment I don't need. I have found Tom to be my friend, advocate and someone that I can count on. I guarantee that my next laser will be an Epilog, and that Tom will sell it to me.

Paul Smith, Champion Trophy & Award

"I would like to take the time and say thank you to the Epilog Team. I hate to say it but if I called some other laser company I don't think they would have cared like you did. I have let you know that my distributor, Mr. Hatley and family took very good care and went out of their way to get me back with a new machine so I did not lose two years of hard work with my business. They responded to all my e-mails with all the answers. They are all very professional. I could talk to all of them and it felt like I'd known them much longer than only two years. Nolan came all the way to Jacksonville, North Carolina, to get me set up with my new machine - he taught me everything I needed to know and a few new tricks as well. He was very professional and I hope to say that I made a new friend.

I consider you all my friends from Joshua, a former sailor in your tech support department to your graphic designer Ben who helped a lot. You are all very professional and going on my second machine, I would come back to Epilog over and over. Your customer service, to your sales department, to the distributors - they're all great people. I thank you all for your support and Roy, Natalie and Nolan for all the help and bending over backwards to help me to get back on my feet. My hats go off to you all and I know I have made some good friends during some rough times I went through. Thank you Epilog for everything!"

Jason Rice, J&B Custom Woodcrafts and Laser Etching

"I have had a Mini for two years now. Wonderful machine!! On four or five occasions I have needed to discuss an aspect with your technical service staff. I found them universally easy to reach, very knowledgeable, and able to put us on the right track quickly Well done!"

Stan Booth, Crystal Images Inc.

"Being retired and on a limited budget, I took a chance and bought an Epilog Mini 18 on eBay. It arrived in fair condition but wouldn't work properly. The home position sensor was out of adjustment and there was a missing magnet, but in just a little time you folks had me up and running. It was a chance that paid off. I will definitely buy new and bigger as soon as I get going with my business!"

John Minch, entrepreneur

"I've had my laser for four years and have enjoyed it a lot. It started giving me difficulties, but your technical support team has been wonderful. They have walked me through every process and made sure I got everything right. I'm a senior with limited education and your team made me feel confident that I could get my system running. If I can do it, anybody else can too. I know your technical support team will make my laser enjoyable once more."

Mary Walker, RM Walker Products

"I purchased my Mini 24 about two years ago. In that time I've had two occasions to call tech support. The first time was entirely user error. The second occasion was a minor mechanical issue. In both incidents, the people on the tech support line were courteous, helpful and very patient. In this day and age when mediocre customer services is the norm (and the customer is glad to receive that much help), your tech support team has shown an outstanding level of professionalism. Please let everyone on your tech support team know that they are doing an outstanding job and to keep up the good work."

Ryan Pridgeon, Clearwater Laser

"My new Epilog Laser Mini has been in my possession for three days - during this time I've accomplished things that would have taken me weeks without it. It's a fantastic machine! The support (information, training, etc.) I got from your Norwegian distributor was outstanding. Thank you very much!"

Olav Bergflodt, Bergflodt Accordions

"I can't say enough about the tech support I consistently get from Epilog. Anytime I have a problem, it's fixed right away with their help. As far as parts, where else can you have your parts shipped overnight at no extra cost? Epilog keeps my machine (and my business) running the best it can. You can't get this kind of service from a Chinese manufacturer!"

Brian Chaltry, CMB Master-Sand

"I just wanted to thank you folks for the great service. We have a 40-watt Legend, in use eight or nine hours a day for more than four years. Much of it vector cutting 3/8 acrylic. I push this machine hard and it has preformed better than I ever could have imagined. It paid for itself in the first month. You are always very quick and hassle free. This machine was the best thing I ever invested in. This is truly a rags to riches story. "

Steve Smith, Plasticsmith Inc.

"I would like to share a story about exceptional service. A company that went above and beyond. This company is Epilog Laser, and equally important recognition for my sales rep, Tom Doran.

My story starts out with the purchase of one Epilog Legend 36 EXT 75-watt laser. We received it and were so impressed we quickly purchased another. Shortly after we started having minor problems with the first laser we purchased. We did what everyone does - call tech support. Tech support and Tom Doran made sure we were never down long. Even with their tireless efforts, we were still having problems that could not be duplicated at the shop even with them using our old parts. We limped through for a while and instead of having us fixing machines time and time again, Epilog and Tom Doran did the unexpected. They replaced both of my machines with brand new ones. They paid for shipping and had people here to unload, set up and repack my machines.

At this same time I was having trouble with my diamond scratch engraver. This engraver is 12 years old, but styles have not changed much, just software. I was told to build a crate and ship it to them. They would fix it and send it back quickly. Four weeks pass and I finally get the engraver back. To my surprise, it does not work. By now my crate is destroyed from the shipping and I am told to build another and send it back to them to fix it. After dealing with this company and being without a machine going on two months, I was getting frustrated. Over a telephone conversation I mentioned what Epilog is doing for me. I was told that if a company would do that for me then I should buy all my machines from them. So that is what I will do!"

Jason Zoucha, Sun Devil Trophy Inc.

"The few times I had to call tech support they stayed on the line until we had the problem resolved, usually a minor problem, but at the time it seemed major. Our Epilog laser is the BEST INVESTMENT we have made in equipment since opening our doors six years ago. It has opened new doors for our business."

Jim Miers, B&J Trophy and Awards

"I bought a Legend 24 in 2003. I've had occasion to call the tech services department maybe a dozen times since then for one thing or another, and each time I am treated like gold. Every technician I have dealt with has exhibited both competence and patience, although one technician in particular, Dan, deserves really high praise for his ability to patiently step me through each procedure to effect repair. I am always pleasantly surprised by Epilog's policy of going that extra step in customer care.

I want to buy a new laser engraver--improvements have been made, newer models fix some of the problems that have been an issue for me, some fancier bells and whistles, etc., so I've been looking around at the different models available from the various manufacturers and talking to other owners. Here's what I've learned:
1. No one treats their customers as good as Epilog does.
2. No one has a service policy that compares to Epilog's (warranty coverage and length, focus tool use, overnighting, etc.)
3. No one has a tech department that even begins to compare for:
a. response time
b. one-on-one step-by-step help
c. broad-based knowledge of equipment and materials

I was talking to one of the reps from another manufacturer the other day--they call from time to time to see if I'm 'in the market'--and he urged me to seriously consider his machine. I described my last several encounters with Epilog's tech department, then asked him if he could assure me such consistently high-quality service from his company's tech services. He was very quiet for a very long time while he tried to think of a way to say "no, but..." without losing my interest. He could not. Thanks again!"

Donna Delaney, ImageDoctor