Burn Tables

The table was purchased
10/7/2013, and shipped 10/29/13 with an ETA at customers facility 11/4/13.  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 12 months. ...

 Customer’s
computer was replaced 6/10/14.  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 1 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.

Complaint: [redacted]
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 disagrees. They 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 tables. Doing research, many others have had the same issues and more with Burn Tables brand tables and also many instances where they got a refund. One 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 efficiently. A 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,
[redacted]

[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 2 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 soon. The second, is that I was told that they test the product so I did not think that the gantry was the issue. Looking 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]