ONELASERReviews on record for 1laser.com

I was very pleased when I had a tech call with you guys. The tech “ Sean “ was very helpful as I needed help setting up the conveyor/feeder. He was very knowledgeable, helpful and patient with me as I am a newbie. I’m confident that when I need help again I’ll be sure to ask for him. Thanks for the help Sean. Greg

I regret purchasing my XRF laser from OneLaser. I wanted to support a US-based company, and I liked the idea of an RF CO2 laser. However, their customer service and the build quality of the machine have been disappointing. The hinge on the laser shattered after about 13 months of moderate use. I contacted customer service and sent them pictures of the issue. They said it would be covered under the warranty. So they sent me replacement hinges. I asked if I would be given instructions for best way to go about replacing the hinges. They assured me that I could call customer service and that they would walk me through the replacement of the hinge. They provided the phone number. Their short-term solution was to override the safety feature in LightBurn so that the machine would run while the door was ajar. It took nearly three weeks to get the hinge to me. When it came, it came with the wrong attachment hardware. I called customer service three times and never reached anyone. I left three messages with my phone number, my email, and my issue. No response. So I emailed customer service about the issue. They responded but said they had no record of my calls or messages. I screen-shotted my call log and sent it to them. They never responded to that information. They did provide some directions for how to replace the hinge. However, they were terrible directions. The hinge replacement was a pain and took me over two hours because accessing the screws that attached the hinge to the door was difficult due to where they are placed. I did a Google search looking for directions. The only thing I found was a YouTube video from a gentleman who was having the exact same hinge issue. Which makes me think it is a design flaw. There is a small pin in the middle of the hinge that apparently gets bent out of shape and breaks the hinge. I paid nearly 5k to have what should be a great laser crippled by a poorly designed hinge, and poor customer service is disappointing. I hope they improve, because I would like to see a US company do well in this space.

I had been researching lasers for a few years and was very impressed with the One Laser XRF when it first appeared on the market. Fast forward to 2026 and I finally decided to take the plunge. One Laser has been nothing short of spectacular with any questions or concerns I have. They are top notch and always make me feel important. I’m still learning and have yet to complete my first project but support has been second to none. Thank you One Laser and Murphy (you are amazing!).

I purchased my XRF in May 2026. It arrived as scheduled with only minor issues that were quickly resolved. The freight company had to contact OneLaser to get permission to use a truck with a liftgate. It took a couple of days for OneLaser to respond. I contacted the office directly and was told that all orders include using a liftgate and that the freight company should not wait for an authorization since the delivery procedure includes a lifegate. But the freight company refused to proceed until receiving authorization from OneLaser. The other issue delaying delivery by a day or two was caused by the freight company - only one person schedules delivery and she works only 1/2 day. No one could respond/schedule delivery except her. I ordered the riser along with the laser. Setting up the riser was more of a challenge. Written instructions were included. While they were clearly written, more detail could have been included which would have helped. After putting the riser together, we sat the laser in place. There was a 1.5" overhang on one end and the other end was 1.5" short. That was not supposed to happen. I chatted with support online and sent photos to them. I had assembled the riser backwards. They suggested I remove the laser, turn the riser around rather than disassemble and reassemble. The only difference would be the riser's logo would be on the back. Followed their suggestion and it worked fine. This time the laser fit flush on both ends once the riser was turned backwards. Easy fix - less work than rebuilding the riser. The only installation was attaching the exhaust vent to the back of the laser and attaching the cables and power cords. The biggest issue I encountered was not being informed about the wiki site that contains LOTS off information. I struggled until I found that site. I may have overlooked references to that site but I found it by accident while searching for information. I hope the company will include VERY VISIBLE references to the site. That would have saved significant time searching for answers. That site provides great info on assembly/setup/operation/troubleshooting, general operation of the XRF, etc. I've had my laser for three weeks. Good experience so far. Anytime I ask questions, I get a quick response. DO NOT EXPECT everything to go smoothly. That's unrealistic. No company is perfect but it's obvious this company is working hard to deliver a top experience. Once everything was assembled and the machine was operative, all has gone well. I recommend the company without hesitation. I'm 77 and not very technical. I have used a 20w diode laser for a year and a half. That company was great but went out of business which is one reason I upgraded to the XRF. If I can figure all of this out at my age and experience level, YOU can do this! Product seems great as does their support. Will update this review as I gain more experience with the laser. Ask lots of questions. Don't hesitate to contact them. I had issues getting the camera to work but when I contacted support the tech called me and scheduled an individual appointment and immediately resolved the issue. I believe that they have superior customer service compared to most companies. I am really pleased. Still learning about the differences between diode and CO2 lasers. I've had my laser over two months now and have been really pleased.

First class experience. Not sure what you are paying Murphy, but he deserves a raise!

The XRF laser itself is amazing but the camera installed in my unit is NOT. I've had nothing but problems with it from the beginning. I've opened up a ticket originally and thought I was sent a bad USB cable but after i replaced the cable with my own the problem is back with a vengeance. I opened a ticket but I received no response to the second ticket. The camera works for a little while and then it stops. If I reset it it works for a minute then nothing. I have to let it sit overnight and then in the morning it works for a little bit then bam it stops.

Great communication from the OneLaser team and a fantastic product. Thank you!

Excellent customer service and delivery. Tech support US based is choice!