Service Announcement!
As we continue to grow and adapt to better meet your needs, we’re implementing a few important updates to our service model. These changes are designed to help us provide more consistent, focused, and high-quality support for your LaserStar equipment.
What’s Changing — Effective June 30, 2025:
- Appointment-Based Support
All support—whether in person, by phone, or via video—will now be scheduled by appointment. This ensures that each customer receives dedicated time and our full attention, without unnecessary wait times or interruptions. - Billing for Phone and Visual Assistance
As of the end of June, we will begin charging for telephone and video augmented (video call) non-warranty support sessions. This adjustment reflects the hands-on expertise and time involved in diagnosing and resolving issues remotely and helps us maintain the level of quality and responsiveness you expect from us. - Policy for Older Machines
For LaserStar’s Benchtop and Pedestal Manual Welding Systems and select FiberCube Laser Marking+Engraving Systems exceeding seven years of age, certain evaluations and repairs must now be conducted at our Orlando, FL production facility. While remote troubleshooting will remain the preferred initial approach, more complex issues often necessitate extensive diagnostics to accurately identify the root cause and return the system to full operational status. Sending the system to our facility enables our technical and engineering support teams to quickly perform a comprehensive assessment and implement the appropriate resolution. Once a service ticket is created and LaserStar has completed the initial contact with the end-user, it will be determined whether returning the machine to the factory is required.
We understand that change can raise questions, and we're here to help make this transition as smooth as possible. If you have questions about how these updates may affect your current setup, please don’t hesitate to contact us at 407-248-1142.