Reviewer
0 helpful votes
Fate was fantastic to deal with. Helped me get me problem resolved and facilitated a new product to replace the hardware issue I was having. Thank you Fate, you were great to work with and provided excellent customer service.
Reviewer
0 helpful votes
Fate from Customer Services has been excellent. He has been very helpful, responsive, and has done everything he can to assist me. That said, I'm still very disappointed with the overall situation. My original laser machine worked perfectly until the app was replaced. After updating to the new app, my laser would no longer connect, making the machine unusable. The recommended solution was to purchase a new machine, which I ultimately had to do. It's frustrating that a perfectly functioning machine effectively became obsolete because of a software update.
Reviewer
0 helpful votes
I had a great experience with LaserPecker customer support. Camille was incredibly helpful, patient, and took the time to carefully review my orders to make sure everything was correct. She confirmed that the smoke purifiers were already included in my bundles, which saved me from making an unnecessary purchase. She also provided a detailed tracking update for each shipment, making it easy to know what to expect. Camille communicated clearly, answered all of my questions, and made the entire process stress-free. It's refreshing to receive customer service that is knowledgeable, responsive, and genuinely focused on helping the customer. Thank you, Camille, for your excellent support!
Reviewer
0 helpful votes
I’ve been using the Laserpecker 2 without issues since 2021 and have been very satisfied. Unfortunately, a new firmware update has completely bricked it. Support is only offering €50 towards a replacement product.
Reviewer
0 helpful votes
Reviewer
0 helpful votes
I had damaged the power cable to my laser and I reached out to customer service. On the other end was someone named Fate and the customer service was great! I was able to buy a new power cable and it was delivered in less than a week. Thank you Fate!
Reviewer
0 helpful votes
7/25/26 Iris did contact me regarding the warranty on the LX2 laser module. I am happy to report that Laser Pecker is offering to send me a replacement laser module at no cost along with a prepaid return shipping label to return the defective module covered by warranty. Thank you Iris and Laser Pecker! Iris is sending me a replacement security key for the one not working on my LP5. Thank you Iris! I also own an LX2 (still under warranty) and an LP4. I love these lasers!! Spent over 8K with them this past year. However, when there is an issue it can take days and days to get a result as they do not work on the weekends or Chinese holidays. One cannot reach them by phone. My LX2 (Order#LPUS20253955) was purchased last September (under warranty) when the cross hairs stopped working a couple of months ago. I understood they were sending me a replacement laser ...but instead I got a wire and clip. After much follow up, they have agreed to replace the laser module at no cost with sending a prepaid return shipping label for the defective module. Thank you!
Reviewer
0 helpful votes
Very disappointing experience. I do not recommend buying from LaserPecker. The company was not transparent about the origin of their products, which felt misleading. I expected honesty and clear information before making such an expensive purchase. Customer service did not meet my expectations, and the overall buying experience was frustrating. Transparency is essential when customers are investing their money, and unfortunately, I did not feel that was provided. Based on my personal experience, I would not purchase from this company again.
Reviewer
0 helpful votes
Excellent customer service helped me fix a bluetooth app issue and reconnect my LP2 to my phone. Extremely attention email correspondence with detailed instructions.
Reviewer
0 helpful votes
I had a query that was addressed by Iris in a very professional manner.
Reviewer
0 helpful votes
Very helpful! I had a faulty power bank and had it sorted in 3 emails! The last company I had a warranty claim with took weeks and about 20 emails! So well done LaserPecker
Reviewer
0 helpful votes
Always get a response within 24 hours with either directions on how to fix my problem or where to go to get a resolution. Iris did helped me out as always
Reviewer
0 helpful votes
I’ve had my LaserPecker LP4 for about 3 years now, and it’s been a wonderful laser. It was unfortunately knocked off a table during a sudden wind gust at a farmers market. I reached out to LaserPecker customer support and was helped out by Fate. They were able to troubleshoot the damage very fast and offer me a link to the correct replacement part. They were also very friendly and followed up with me at every step of the way - excellent service!
Reviewer
0 helpful votes
I opened a ticket for clarification. I received a response from Fate, who kindly and accurately answered my questions, which encouraged me to purchase a new, more up-to-date product. Excellent support. Federico
Reviewer
0 helpful votes
Excellent response time to my question regarding software installation, the instructions provided by Fate were clear and concise.
Reviewer
0 helpful votes
Best buy ever. Very simple to use, starting from the beginning. Camille at the support is gold worth!
Reviewer
0 helpful votes
I ordered a LaserPecker LP2 Deluxe Bundle for approximately €800. Instead of receiving the product I paid for, I received a battery pack and a completely different item (an LP2 Safeguard) while the actual LP2 Deluxe Bundle was missing. Mistakes can happen. The real test of a company is how they handle them. Unfortunately, LaserPecker failed that test spectacularly. From the moment I reported the issue, I was trapped in an endless cycle of requests for more evidence. Photos of the product. Photos of labels. Photos of the box. Photos of additional labels. Photos of the outer packaging. Every time I provided exactly what was requested, a new request followed. What should have been a simple process—"We're sorry, we sent the wrong item, we'll immediately ship the correct one"—turned into a customer service marathon where I had to repeatedly prove that I had received the wrong product. The most frustrating part was that after finally acknowledging that they had sent the wrong device, LaserPecker still continued to ask for additional packaging photos and documentation. By that point, the outer packaging had already been discarded, and I had already provided multiple photos clearly showing the wrongly delivered product. Instead of resolving the issue, they continued creating more work for the customer. As a customer, I don't believe it should be my job to investigate a company's logistics mistakes. If your warehouse ships the wrong product, that is an internal problem between you, your warehouse, and your carrier. The customer should not have to spend days acting as part of your claims department. Adding insult to injury, LaserPecker had previously asked me to leave a positive Trustpilot review and praise their support staff. That now feels almost comical given the experience that followed. At the time of writing, I am still dealing with the consequences of LaserPecker shipping the wrong product and then making the resolution process far more difficult than it should ever have been. If everything goes perfectly, you may be happy with your purchase. But if something goes wrong, be prepared for a frustrating experience where the burden of fixing the problem falls largely on you. One star. Not because the mistake happened, but because of how badly LaserPecker handled it afterwards. I am still waiting for the correct product to be sent and they now insists on having the wrong product returned before they send the right item. And they have not even sent me a return label for the return shipment yet.
Reviewer
0 helpful votes
Next day response. Ticket opened until resolved. Followed up. Can't ask for more.
Reviewer
0 helpful votes
I am sorry but I will call out all the excellent reviews shown. This company has the worst customer service. They are all about the sale and no after the sale service. Their Youtubve channel shows proceedures that are out of date and done badly. An example is Allison doing an isnide ring engraving that is off center. The so-called help desk is a joke. They offer support but never actually answer the issue. They just keep asking for more videos. They make people think you can get started and make money right out of the box. that is another joke. If you really need to find out how to do something, you need to ask guys on Facebook that offer help. And if you do need to send the unit back, the service fee is just under $900 which is almost the cost of half the unit. My unit is the LP4. The mobile workspace has never worked properly and the newest version won't work on my Samsung. They have no suggestion. All in all, expect to be very frustrated and waste a ton of time getting to know the ins and outs of these. Look at alternatives but don't go in thinking this is a breeze and the company will help. And one last point, if you purchased through a reseller they will ask to see the invoice and details every time. Like that should make a difference to service. Turn and run because they deserve a zero rating.
Reviewer
0 helpful votes
I used my LP2 a few times. And recently tried to update the firmware because the new app wouldn't let me engrave anything without doing that first. The power in my house went out halfway through. Now it just wont do anything. Support is no help they give me 1 single troubleshooting task, that doesn't do anything. So then they inform me the hardware randomly stopped working. And that my only option is buying a new one. And they are insisting that the hardware issue has nothing to do with the interrupted firmware update. So if I want to do my occasional hobby engraving in the future, I have to spend over 600 dollars on a new unit!! I only used the thing 3 times!!!! Horrible product. Would not recommend to anyone. I even supported them originally on kickstarted. No loyalty to customers at all.
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