We believe great customer service doesn’t end once you receive your C02 laser engraving machine from AP Lazer. In our eyes, that’s when it has just begun! We plan to be with you every step of the way, starting with the purchasing process all the way through to any machine problems/questions you may have, and beyond. AP Lazer is committed to you and ensuring your ownership experience is nothing short of exceptional. After all, owning a C02 laser engraving machine is no small feat.
Let’s start with a short story from the owner and CEO of AP Lazer:
My mom always complained to my Dad: “You work for everyone but me! If the salt shaker falls over, you don’t pick it up.” My Dad just smiled at me and winked while I was helping him, quickly turning his concentration back to his work. In his spare time, my Dad was always repairing radios, TV sets and other electronics for relatives, neighbors, friends and colleagues, never charging a penny. “He is the best electrician in town!” a stranger once told me when I was a small boy.
Today, it’s common to pay $150 per hour for technical support services. Because of my father’s actions and generosity, I have a hard time charging people for that kind of service. Last night, an AP Lazer customer called my personal cell phone. I solved his problem in ten minutes while sitting at the bar in my kitchen eating my nectarines. Turns out, he had broken a wire on the step motor driver.
After we found the problem and got it solved, I felt like I enjoyed my nectarines much more than I would have had I eaten in solitude. What could of taken my customer hours or even days to figure out on his own, was able to be solved in ten short minutes. No matter what time of day or night it was, I felt great knowing that I saved my customer hours of frustration. And, like I said, my nectarine tasted better too.
When I started AP Lazer, I decided that I wanted to be that 10-minute guy that would save customer hours of trial and error. I wasn’t sure if I could do what my Dad did, as he fixed everyone’s problems for free. Technicians are not free to hire, but I will try my best. At least I will not charge for my time on phone support. I give you permission to call me direct on my cell phone: 517-303-0689. As long as the boss doesn’t divorce me, my line will always be open.”
Tong Li, PhD
As you can see, customer service is very important to us! We offer more than just a high-quality C02 laser engraving machine. We pride ourselves on offering exceptional customer service and providing a truly memorable experience. When you purchase from AP Lazer, you’re buying more than just a laser machine. You’re buying into a family-like atmosphere.
1. Set-Up Assistance and Basic Training
Once you receive your C02 laser engraving machine, a representative will be in contact with you to schedule your setup assistance and basic training. We are currently offering virtual training for the foreseeable future. The SN1812 and SN2616 come with four hours of training, while the SN2816, SN4024, and SN4836 come with eight hours of training.
- 4 hours for the SN1812 & SN2616
- 8 hours for the SN2816, SN4024, & SN4836
2. Technical Support
In the middle of a job and need immediate help? We’ve got your back. Whether it’s early morning, late night, on the weekend, or over a holiday, an AP Lazer technician is always just a phone call away with our 24/7 US-based technical support hotline. Remote log-in assistance is also available for your C02 laser engraving machine.
3. Advanced Training Class
We recently launched a new training program called Family Style Training, which partners you up with another AP customer who newly purchased their C02 laser engraving machine. If you’d like to participate in Family Style Training, you’ll receive a $200 webstore bundle. This bundle will come with material blanks you can use to practice what you’ve learned in training. We want to ensure your full understanding of our machines so that you can find success. That’s our main goal!
4. Facebook User Group
We encourage our customers to join our online group of machine users and our very own AP technicians to ask questions, share advice, and get laser engraving tips. You never know, you might get your questions answered without even having to ask!
If you are in the early stages of researching a C02 laser engraving machine, we recommend joining our Facebook group – AP Lazer: Before You Buy for insight directly from our current customers.
5. AP Lazer University
All machine owners will gain access to exclusive information available through our online learning portal. We offer numerous resources, such as video tutorials and downloadable content.
6. Design Classes
We recently launched weekly design classes to help you learn and master the design software available through AP Lazer University. Each of our three classes offered weekly focus on a different topic. These topics include Corel and Photo-Paint, Lightburn, and CorelDRAW with a focus on vector art. Even with little to no initial laser experience, you’ll quickly become a pro with our design classes! These classes can be accessed by logging in to AP Lazer University.
7. Warranty
All of our C02 laser engraving machines come with a warranty like none other in the industry. All AP Lazer Systems carry a three-year parts warranty, a two-year tube and mirror warranty, and a one-year lens warranty. An extended warranty is also available if you’d like additional peace of mind.
8. Laser Engraving Machine – Operation Tips
If you run into a problem while laser engraving, pick up the phone and call us immediately. Do not change anything! When the problem is in front of you, it is easier for a technician to diagnose. If it is after hours, call our 24/7 tech support line. We have developed many techniques to save your job so you don’t have to start all over!
If you’ve just had your C02 laser engraving machine installed and received training, we recommend spending at least an hour a day playing around with your AP Lazer for the first month. If you run into any problems or have any questions, give us a call. The sooner you learn these little tricks, the more you will benefit in the future.
We want nothing more than for you to succeed! After all, your success is our success.
Have questions about our C02 laser engraving systems? Use our online form to contact us or give us a call at 800-585-8617.
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