Burn Tables

The customer has had the table for monthsThe table is sold with one year parts warranty, and lifetime phone and email tech support to the original purchaserWe are here to help with any questions about the machine or the softwareSetup and calibration is required by the customer at time of installAll "problems" or complaints so far have been due to incorrect setup and alignment of the machineWe have record of an email on may the third from the customer stating "Ran the test twice so far and already working 100x betterThank youIf I have any other questions, I'll be sure to send you an email." After addressing his questionsHe emailed again Monday the 6th of June and we sent instructions on adjustments that need to be madeWe are here to help the customer per the terms of saleWe do not accept any returns of used equipment

I spoke with [redacted] on 9/23/@ hrs [redacted] admitted there were mistakes in the installation and apologized for the tone of his voicemail from 9/22/ He said the table was working and would remove the complaint with Revdex.com

The table was purchased 10/7/2013, and shipped 10/29/with an ETA at customers facility 11/4/ If there was an issue with the gantry from the start, there was ample opportunity to address this with BurnTables prior to now Our warranty period is months Customer’s computer was replaced 6/10/ Upon receipt of the computer we found there was additional (Inscape) software loaded by customer, and the settings in SheetCAM were modified causing the computer issues In further dialog with the customer, he stated he would be happy to recant this complaint if he gets the help he deserves I read this to mean if we replace his gantry free of charge We provided pricing for a replacement gantry but the table is outside the warranty period, not by a few days, but by over year We are not infallible, which is why we assembly and test every table prior to shipping We hope to catch any issues here before it arrives at our customer’s facility If there was an issue with the gantry, no documentation from our QC department is annotated on the build sheet The customer has pricing for a replacement gantry and is still afforded Tech Support

[redacted] has a couple options: 1) He can keep the system that he bought from BurnTables and when he has issues and questions, he is more than welcome to call or email in for tech support We will cover his ma***e under the original terms of sale that includes a one year parts warranty 2) He can sell his ma***e on the used market if he is not happy with the ma***e BurnTables is not going to accept a return and refund full or partial amount of the purchase price for a month old used ma***e.We are here to support our customers to the best possible reasonable way What [redacted] is wanting is not reasonable Thanks

[redacted] I am rejecting this response because: I am not going to let them say I did not try to take action I wrote on the delivery sheet that the machine was loaded into the truck backwards It said on the crate "do no lift from this side"What option other than refusing the order did I have? Thinking because the crate looked good, we would move on Getting the machine put together was where the issues began Make sure it is Plumb and Square is all they could come up with for an answer Getting the thing to cut the test pattern properly took months The reason for this is two fold; first, we have a busy shop and this product was purchased for a job that was coming soonThe second, is that I was told that they test the product so I did not think that the gantry was the issueLooking into it further on my own, I found a set screw that had not been tightened Once that was corrected it cut the test pattern pretty well, not perfect mind you I accepted that this must be part of the learning curve Not long after this the computer acted up I was never told not to put design software on the computer, just not to hook it to the internet The statement of changing sheetcam is something they had me do Nothing was changed unless I had been directed to I realize it is past warranty and they have guidelines to follow If the machine was making me money or if I used it often the timeline for replacement would have been within the first year The biggest reason I wrote this or anything about burntables is because I was treated poorly, made to feel like I was at fault for having issues I think that they could have done things differently and we would not be wasting our time on this Regards, [redacted]

Complaint: ***
I am rejecting this response because: Images from facebook does not show the amount of material thrown away from the ma***e not working correctly and "missing steps" that causes it to lose track of the cutting patternThis piece of equipment take constant monitoring on each cut to assure a step is not missedNesting is not possible in a production setting as there is a zero confidence with this ma***e staying on track of it cuts. *** will not actually help, he just states in each email that "they" are there to help but will not actually help when I callI can get a call log of all the times I have called the Las vegas dealer (*** directed me via email to contact for customer service) and all the times I have call burntablesI have continue to try and reach an agreement with *** and all he will stay is exactly what he stated in his response to Revdex.com complaint noticeHe stands by the "original agreement", no one discussed an agreement nor did anyone sign an agreement*** *** was my only contact and he was the one who sold me the unit/ invoiced and shippedEach time I emailed *** after the purchase he would just forward my email to another partyNever once was the structure or technical support explained to meAfter struggling with the ma***e for months we tried and tried to get *** *** (the Las Vegas) dealer to come down and support getting our table operationalWe even extended an offer to pay for the trip and compensate his time.There are many examples and complaints of the same nature as we are experiencing with our tableYoutube *How to rebuild a plasma table Part #1, & CandCNC has full records of what is wrong with the table and how it can be changed to workThey have even reached out to *** with helpful information and *** has refused to work with themCandCNC Contact info: ###-###-####; I have paid a CNC consultant to review the table locally to see what can be done to fix the table, there is only (1) precision component and it is held together with a bung cord! There is no fix for the lack of engineering and comprehension of plasma table operations; Pirate4x"burned by burntable"; My burntables experience"; Google Group Burntables, the list goes on and on We continue to strive for a peaceful and quite resolution but unfortunately BurnTables refuses to support their customers needs once the sale has been finalized.
Regards,
*** ***

We responded to the email on June the 6th with detailed instructions including photos on how to ensure the pinion gears on the gantry are mated to the rack of the tableThere are adjustments needed at time of install by the customerIf these adjustments are not made than you will not achieve proper cut qualityOn page of the assembly manual provided with the machine, there are directions on how to adjust the pinion gearAs well as states how crucial it it to ensure the adjustment is made(instructions referenced below) There will always be slag with any Plasma cut, it can be minimized with proper settings and alignment but there will always be slag. The table does have a one year parts warranty, as well as lifetime phone and email tech-support to the original purchaserWe are here to help with any questions. "It is essential the pinion gear (4) is messed into the rack gear and the pulley (2) is straight up and down. To achieve this, first move the bolt (3) up in the slotted hole to mesh the pinion into the rackTighten the nutBring down the bolt (1) in the slotted hole to have the pulley straight up and downTighten the nut using vise grips to hold the end of the bolt threads"

Complaint: ***
I am rejecting this response because:
I have sent pics of the gearing to them and they are meshed correctly but of course Burn Tables disagreesThey said to check to see if the gantry is square so I did and it was squared to the table already. I am not the only one that has had issues with their tablesDoing research, many others have had the same issues and more with Burn Tables brand tables and also many instances where they got a refundOne person even got a partial refund which is what I offered to do as well. I have spoken with other companies that offer retrofit kits and have rebuild a burn tables table to make it work efficientlyA company in particular has told me that they get emails on a regular to fix a piss poor product that they were suckered into purchasing.
Regards,
*** ***

Attached are pictures from the customers Facebook Page showing the customer using and selling products made with the equipment he purchased from us.We have offered to help with any issues the customer is having, but refuses to work with BurnTables, demanding a refund for his equipment but
refuses to tell us why its "not working" We have stated we will not accept a return on a month old used piece of equipment We assured the customer that the warranties and tech support that are included with he purchase of our equipment is still in effect He also been offered to opportunity to send in his control system for us to look at and repair if necessary but has refused to do so In the months he has had his equipment, he has very little contact with BurnTables or our dealer in his area about any problems, he has demanded a refund out of the blue.We still stand by our original terms of the sale of the equipment which is a one year parts warranty for any parts that are prove to be defected from manufacture as well as unlimited phone and email technical support for the equipment Their is no performance guarantee with the equipment as it is a complicated piece of equipment to operate and it is not BurnTables responsibility for the customers ability to operate the ma***ery BurnTables offers Tech support over the phone or email to help with the operation of the ma***e, we also offer free training to all our customers at our facility and distributors facilitates Please feel free to contact us directly with any questions.Thanks

Complaint: ***
I am rejecting this response because:
I did respond to that email on May saying it was working better, that is factThat was just referring to the machine actually cutting with the THC, but the cuts were still far off from acceptableI took that as me needing the programAfter dialing the machine using the recommended speeds, height, consumables, etc as per the manual, the quality just as bad as any other configurationAn email that I sent tech support June shows the poor cut qualities along with the dxf file used to cut
Regards,
*** ***

Attached are pictures from the customers Facebook Page showing the customer using and selling products made with the equipment he purchased from us.We have offered to help with any issues the customer is having, but refuses to work with BurnTables, demanding a refund for his equipment but refuses to
tell us why its "not working" We have stated we will not accept a return on a month old used piece of equipment We assured the customer that the warranties and tech support that are included with he purchase of our equipment is still in effect He also been offered to opportunity to send in his control system for us to look at and repair if necessary but has refused to do so In the months he has had his equipment, he has very little contact with BurnTables or our dealer in his area about any problems, he has demanded a refund out of the blue.We still stand by our original terms of the sale of the equipment which is a one year parts warranty for any parts that are prove to be defected from manufacture as well as unlimited phone and email technical support for the equipment Their is no performance guarantee with the equipment as it is a complicated piece of equipment to operate and it is not BurnTables responsibility for the customers ability to operate the ma***ery BurnTables offers Tech support over the phone or email to help with the operation of the ma***e, we also offer free training to all our customers at our facility and distributors facilitates Please feel free to contact us directly with any questions.Thanks

We responded to the email on June the 6th with detailed instructions including photos on how to ensure the pinion gears on the gantry are mated to the rack of the tableThere are adjustments needed at time of install by the customerIf these adjustments are not made than you will not achieve proper cut qualityOn page of the assembly manual provided with the machine, there are directions on how to adjust the pinion gearAs well as states how crucial it it to ensure the adjustment is made(instructions referenced below) There will always be slag with any Plasma cut, it can be minimized with proper settings and alignment but there will always be slag. The table does have a one year parts warranty, as well as lifetime phone and email tech-support to the original purchaserWe are here to help with any questions.
"It is essential the pinion gear (4) is messed into the rack gear and the pulley (2) is straight up and down. To achieve this, first move the bolt (3) up in the slotted hole to mesh the pinion into the rackTighten the nutBring down the bolt (1) in the slotted hole to have the pulley straight up and downTighten the nut using vise grips to hold the end of the bolt threads"

The customer has access to our Technical Support via phone and email for as long as he owns the equipment The equipment is years old and is past the year parts warranty sold with the equipment, no complaint or documentation of any damage made within the last two years was recorded until last weekHis claim of damage was that the crate was in the FedEx truck backwards but has said multiple times the crate itself was in good condition and nothing damaged when it was received, the customer had 30days to report damage after shipment and did not do soThe customer was provided with a replacement cost of the part he claims is broken but refuses to follow the suggestions from our tech support team and directions in the assembly manual to easily adjust his equipment which is required by all customers in operation of the equipment Customer has blackmailed us several times by saying he will post bad reviews on the internet unless we cave to his unreasonable demands which he has now done
BurnTables will and has stand by the original terms of sale of the equipment that included a years part warranty (expired) and Phone/Email Technical support for as long as the customer owns the machine
Thanks you

Complaint: [redacted]
I am rejecting this response because:as discussed with [redacted] on the phone today and many prior emails and calls. The equipment doesn't work as advertised. Research a little and you will find that this is a common theme. The more tables they sell the more you will find people like myself that are willing to stand up for what's right. I want my money back as others have received. I continue to contact and be contacted with previous owners and current owners that share all the same issues and experiences with Burntables and their immediate GO TO blaming the customer and applying fault anywhere but on their end! I am finding more contacts for people that have received full refunds and pro rated refunds in the tune of 10-15% less then what they originally paid. I purchased this table with the understanding and direction from BurnTables that we would be able to use the table, make production runs, have a good THC control, wood working and plastic cutting abilities. Sadly none of this is true. After my conversation with [redacted] today he refuses to believe me when I tell him the times that I have spent talking with customer service so I have pulled phone records and will be submitting. The more this drags on the more people I reach and come forward with the same questions, how does a company like this continue to make sells knowing they have no intent of taking care of their customers. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.We have resolved the problem 
Regards,
[redacted]

I spoke with [redacted] on 9/23/15 @ 0900 hrs.  [redacted] admitted there were mistakes in the installation and apologized for the tone of his voicemail from 9/22/15.  He said the table was working and would remove the complaint with Revdex.com.

Complaint: [redacted]
I am rejecting this response because:I did respond to that email on May 3 saying it was working better, that is fact. That was just referring to the machine actually cutting with the THC, but the cuts were still far off from acceptable. I took that as me needing the program. After dialing the machine using the recommended speeds, height, consumables, etc as per the manual, the quality just as bad as any other configuration. An email that I sent tech support June 6 shows the poor cut qualities along with the dxf file used to cut.
Regards,
[redacted]

[redacted] has a couple options:  1) He can keep the system that he bought from BurnTables and when he has issues and questions, he is more than welcome to call or email in for tech support.  We will cover his ma[redacted]e under the original terms of sale that includes a one year parts warranty.  2) He can sell his ma[redacted]e on the used market if he is not happy with the ma[redacted]e.  BurnTables is not going to accept a return and refund full or partial amount of the purchase price for a 8 month old used ma[redacted]e.We are here to support our customers to the best possible reasonable way.  What [redacted] is wanting is not reasonable.  Thanks

The customer has had the table for 6 months. The table is sold with one year parts warranty, and lifetime phone and email tech support to the original purchaser. We are here to help with any questions about the machine or the software. Setup and calibration is required by the customer at time of...

install. All "problems" or complaints so far have been due to incorrect setup and alignment of the machine. We have record of an email on may the third 2016 from the customer stating "Ran the test twice so far and already working 100x better. Thank you. If I have any other questions, I'll be sure to send you an email." After addressing his questions. He emailed again Monday the 6th of June and we sent instructions on adjustments that need to be made. We are here to help the customer per the terms of sale. We do not accept any returns of used equipment.

The customer has access to our Technical Support via phone and email for as long as he owns the equipment.  The equipment is 2 years old and is past the 1 year parts warranty sold with the equipment, no complaint or documentation of any damage made within the last two years was recorded until last week. His claim of damage was that the crate was in the FedEx truck backwards but has said multiple times the crate itself was in good condition and nothing damaged when it was received, the customer had 30days to report damage after shipment and did not do so. The customer was provided with a replacement cost of the part he claims is broken but refuses to follow the suggestions from our tech support team and directions in the assembly manual to easily adjust his equipment which is required by all customers in operation of the equipment.  Customer has blackmailed us several times by saying he will post bad reviews on the internet unless we cave to his unreasonable demands which he has now done.   BurnTables will and has stand by the original terms of sale of the equipment that included a 1 years part warranty (expired) and Phone/Email Technical support for as long as the customer owns the machine.   Thanks you