Horrible customer service. Noone responds to chat or email and I have trying to solve an issue for 8 hours
1 Like
Are you talking about your laser manufacturer or LightBurn?
I don’t know your usually experience, but 8 hours is a bit early to complain. You need to consider different time zones (LightBurn team is spread over the world) and working hours.
If you don’t get a response after 7 days, you can complain about bad customer experience.
3 Likes
? REDACTED ? In what world do you wait 7 days for a BUSINESS not to respond before recognizing poor customer service? Its a rhetorical question becuase you lost credibility with your reply
1 Like
7 days were exaggerated, but complaining after 8 hours is the same, just the other way around 
4 Likes
Lightburn doesn’t have chat support as far as I know. Who did you email?
Perhaps if you post your issue here on the forum you might get some help, unless it’s a licensing issue, that would require direct contact with support@lightburnsoftware.com.
3 Likes
Just to clarify, I’m not affiliated with LightBurn. That said, I do have some experience with the software and would be happy to help. If you’re comfortable sharing the issues you’re running into, feel free to post them here. I’m not always at the computer, but I check in as often as I can and will do my best to assist.
3 Likes
Hello and welcome. 
As mentioned above, LightBurn does not provide a chat service. Please identify the email address you sent your message to.
We are addressable from support@lightburnsoftware.com
Please share what has you reaching out today. Is this about your laser, the software you are using, or both? Please tell us what you are observing is or is not happening.
I looked into our support tracking systems, searching for combinations of the name and the email you used to sign up here, and found nothing matching. Please share a bit more about how you reached out and what the issue at hand is, and we can assist further.
Additionally, this is an ‘All Ages’ forum, so please keep that in mind while posting. There is no real need nor value added using this type of communication. We understand being upset, frustrated, and not getting the assistance required when desired, but this style is not welcome here. Thank you for understanding and your adjustment moving forward.
5 Likes
Rachel,
I just received a merit badge for logging in 100 days in a row. Unless someone else has answered, I try to respond to every diode laser issue posted (because that is what I have). But it is not the same time every day. I am like the 33,000+ other members, just trying to help when I can.
What I am saying is I have not seen a posting by you other than this one, so we have nothing to work with yet.
Awaiting your cheerful reply… 
3 Likes
I do not mean to argue with you, but I have not had a question or problem answered in a very short time. The question may not be as clear as it could be, and other issues may delay a quick response. Being in business, I have often waited longer than a week to receive information back. This may be the situation if it is a factory issue.
Not arguing here. In your initial post you stated they were unresponsive to both chat and email. I noted that they don’t offer chat support and asked if you emailed the correct email address. I also suggested that you post your issue here on the forum because there are a lot of smart people here willing and eager to help.
Your issue may not be something we can help with, but if you don’t post it, we don’t know.
2 Likes
Join the “LightBurn tutorials “ group on Facebook. Jason Dorie (LightBurn CEO) is very active in there
1 Like
More like, Horrible customer.
3 Likes
Hmmm… Still haven’t seen a post from her describing her issue, which in my opinion, would have already been solved… Who knew?
1 Like
Lol…THANK YOU TO all the helpful individuals. I filtered out some great information from some very insightful people and I appreciate it much. I figured it out myself. It was complex and the real frustration is with myself and the time it took. I am typically much quicker with solutions. I have been busy in the meantime with mastering techniques which is why I havent been responsive. I also appreciate the nonsense because I got a good chuckle. I am having too much fun with the machine now to bother with pettiness. Thanks again to the helpful
Thank you for your kindness. I was able to sort it out
I appreciate your consideration. It took a bit but I figured it out. Thanks you
1 Like
Thank you. My frustration caused me to vent on the wrong platform. I redirected my energy into a solution however and had tunnel vision until it was solved. It is nice to see so many helpful people.
2 Likes
Thank you for the suggestion. My account howevwr is deactivated at the moment because I am avoiding social media while I master some creative pursuits.
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.