ortur.net Anmeldelser 

Subject: Deeply Disappointed with Ortur H20 – Safety Hazard and Poor Support

I was genuinely excited about the Ortur H20 after reading several glowing articles and getting in early through the Kickstarter program. Unfortunately, my enthusiasm quickly turned to disappointment once the unit arrived. Several components were not assembled correctly out of the box — an issue I managed to resolve myself, thinking that was the worst of it.

I was wrong.

On only the third project, the laser caught fire. Thankfully, I was standing nearby and able to shut the unit down and extinguish the flames before things escalated. I contacted Ortur’s support immediately, providing all the necessary photos and details. After a lengthy back-and-forth with a support agent named Daniel, the final offer I received was a discount on a replacement 40-watt laser. That was it. No real apology, no replacement, and no acknowledgment of the potential danger involved.

I’m extremely disappointed, not just with the product quality, but with how seriously Ortur seems to take product safety and customer service. Frankly, it’s unacceptable. I hope my experience serves as a caution to others — and that Ortur reevaluates how they handle serious safety incidents.

Regards,
John Armstrong

*** UPDATE as of July 6th 2025***

Still ongoing issues with Ortur!

After several emails back and forth I am no farther ahead as I was at the start.

Here is the way things have gone so far.

They finally took ownership of my concern on the fire the 40-Watt laser caused. (Nothing more than just lip service I may add.)

Finally, had some movement in a laser replacement. (so, I thought)

Once the laser module arrived it was soon discovered it was a totally different laser. You would think with all the issues thus far they would ensure they at least got that right! (WRONG)

Even before the (Wrong) laser arrived they had asked me to edit my review.

No for the next leg of this journey of the 40-Watt laser replacement!

Here is a reply I received from them.

upport@Mon, Jun 2, 9:57 PM to me

Hi, I apologize for the inconvenience. And thank you for your support and recognition of our products. We will improve our security awareness in the future. 40W module will be arranged to be sent out for you within two working days. We hope you will delete all negative comments about our company. We have realized the seriousness of the problem. Thank you for your cooperation and understanding. Wish you a happy life!

D*******

Fast forward to 2025-06-29

From: John Armstrong
Date: 2025-06-29 11:52

To: support@John Armstrong

Subject: Re: Re: Your Tickets - Service never ends! Ortur always with you ! I still have not received the REPLACEMENT!

Next Email

Mon, Jun 30, 2:26 AM (6 days ago)

to me

Hi,

Here is the tracking info. *********

Not sure exactly what's going on here, but the result is STILL NO Laser!







⚠️ UPDATE as of July 6, 2025 – Ongoing Issues with Ortur! ⚠️

Despite months of back-and-forth, the situation with Ortur is still not resolved.

Here’s the short version of this ridiculous timeline:

My Ortur 40W laser caught fire, causing damage to both my material and machine.

After multiple emails, Ortur finally acknowledged the issue, though it felt more like lip service than true accountability.

They agreed to send a replacement… but what arrived was the WRONG laser module. After everything that had happened, they couldn’t even get the model right.

Even before the incorrect module arrived, they asked me to edit or remove my negative reviews.

Here’s an actual message from their support team (June 2, 2025):

"We hope you will delete all negative comments about our company. We have realized the seriousness of the problem. Thank you for your cooperation and understanding."

Yet as of July 6, 2025, I STILL HAVE NO WORKING REPLACEMENT.

They sent me tracking info on June 30:
But surprise — no laser has arrived.



This has gone on long enough. I'm now several months into trying to get a proper replacement, and Ortur continues to delay, deflect, and prioritize damage control over customer support.



Let me know if you want this adjusted for email, social media, or a product review platform like Kickstarter, Amazon, or Trustpilot — I can tailor it.

You said:

The picture I tried to attach was the wrong laser module......

Yep, that is the correct replacement. Come on, Ortur!

The product support both technical and customer related are absolutely unparalleled. They took a little bit to respond due to the time difference between me and them. I have plenty of patience because the help I received was absolutely unequivocally phenomenal. My satisfaction was their prime goal, not so that I would buy more product but so that I can enjoy the product that I have. I now own two of their lasers one 10 w and one 40 w. They are both LM3 models. The construction of these lasers are fantastic in I-beam construction and extruded aluminum. I have had a couple of little hiccups that they were able to explain what I did wrong and were able to help me resolve the issue quickly and effectively. I have shopped other lasers South. Upon researching personally, the physical construction of other products do not get close to the quality of the Ortur laser.
I have personally thanked them a number of times as they have always responded in a timely fashion. Some people expect an instantaneous response, not expecting a time difference.
If they read these reviews I would love to let them know. I thank you again for making my laser work fantastic. It's asking for a date of the experience. I can only put a recent date but my experience has been ongoing not due to problems but due to my inexperience with lasers their support has been unimaginably patient with me in my ignorance of laser equipment

I've had a great experience with my Ortur Laser Master 2 S2 LU2-10A laser engraver over the past few months, and it has worked great on both cork and wood (I have yet to try other matierials).
In addition to the engraver being excellent, their customer service on ortur.net was remarkable and fast when answering questions on assembly.

I purchased the Ortur Laser Master Pro 2 about 3 years ago. A couple of months ago I upgraded to a 20 Watt laser and air pump. I am very pleased with it. When I sent emails to customer service they responded immediately.

I bought the Ortur Laser Master H10 and so far, am very pleased with it and with the purchase experience and after sale support.
I received multiple email messages from Lucy during the purchase that were very helpful.
I also experienced a problem with the X-axis feed belt not seated correctly and was able to resolve the issue quickly. Again, Lucy communicated with me via email and provided good information on possible causes of the issues I was experiencing and potential solutions.
I got to engrave my first test project, a qrcode onto stainless steel last night and was quite impressed with the speed and outcome!
Would definitely recommend Ortur to anyone looking for affordable entry-level to mid-advanced engraving equipment.

H20 is a bad product. Don't Buy! Firstly when box arrive you notice a lots of grammatical errors. No quality check.
Secondly, laser is faulty unable to engrave straight lines.
Thirdly, camera is faulty and got a defected picture in Lightburn rendering this laser useless. Fourth, support doesn't accept returns or refunds. They don't listen and they don't respond to messages. Fifth they removed my ability to review the laser on their site. They are scammers. Ortur doesn't want you to have a good product,once you buy, it's over

Ortur Laser Master 3 20W Review – Speed, Precision, and Power in One Machine

Having used multiple laser engravers, I can confidently say that the Ortur Laser Master 3 (20W) is in a league of its own. Compared to other lasers I’ve owned or worked with, nothing comes close to the speed, accuracy, and overall performance of this machine.

Unmatched Speed & Power

One of the standout features of the Laser Master 3 20W is its incredible speed. It moves significantly faster than other lasers I’ve used, cutting and engraving with impressive efficiency. The 20W diode laser module delivers outstanding power, making clean, precise cuts even on tougher materials like wood, acrylic, and even some metals.

Exceptional Precision

Accuracy is another area where this machine truly shines. The advanced motion control system ensures that every cut and engraving is sharp, with minimal distortion or misalignment. Whether working on intricate designs or high-detail engravings, it consistently delivers professional-grade results.

Ease of Use & Versatility

The setup process was straightforward, and the interface is user-friendly, making it accessible for both beginners and experienced users. The compatibility with LightBurn and LaserGRBL adds even more flexibility, allowing for detailed customization and seamless workflow.

Final Verdict

If you’re looking for a high-performance laser engraver that outclasses the competition in speed, power, and accuracy, the Ortur Laser Master 3 (20W) is hands down the best choice. It has completely outperformed every other laser I’ve used, making it my go-to machine for all engraving and cutting projects.

Would I recommend it? Absolutely. This is a game-changer in the world of laser engraving.

N’achetez pas chez Ortur c’est des incapable ! Après avoir eu un problème 1 an après l’achat, j’envoie un mail pour une demande de SAV. Ils me répondent qu’il faut que j’envoie une vidéo du problème afin de le résoudre. Chose faite avec une photo en plus via « WeTransfer » et ils sont même pas capable de revenir vers moi et de télécharger les dossier afin d’avoir un support pour identifier le problème ! À fui ! C’est des incapables !

This was my second Laser Machine. I asked a friend of
mine what brand of Laser he had and it was an ORTUR.
I looked on the ORTUR web site and tried to find out as
much information that I could about this machine.
I was looking for a 10W Laser, I looked at the ORTUR
LM2 Pro S2, so I placed an order for one. The machine
was easy to assemble and it worked right out of the box... Imagine that ... unlike another brand I had ordered. I was very happy that my friend had recommended the ORTUR Laser to me. The ORTUR
was well worth the investment. Order one you won't
be disappointed.

Excellent customer service , they really care when you get a problem ...

Excelente potencia de corte y muy buena calidad en sus productos, estoy satisfecho con todo lo que e conseguido hacer con mi maquina

I would never recommend an Ortur laser. You can’t get any support other than 1 email per day. Our problems are that the laser stops mid engraving and you can’t restart it wasting the original work piece.

Ortur lasers are the best for me . I have tried many diode for me this is the best so far. The quality, the performance it's all there

Ich habe im Januar einen Gravierer bestellt und dieser war defekt. Mit dem Service schreibe ich nun schon seit Monaten hin und her. Ich soll selbst das Problem lösen, wobei die Firma Ortur mir nicht sagen kann woran es liegen könnte. Es kommt lediglich die Antwort sie haben selbst wenig Informationen zu dem Produkt. Mir wird kein Ersatzprodukt zugesendet oder sich um eine Lösung bemüht. Seit Tagen bekomme ich schon wieder keine Antwort auf meine Mails, mittlerweile 3 Mails geschrieben und Wochenlang keine Rückmeldung.

Würde von dieser Firma dringend abraten und lieber ein paar Euros mehr in die Hand nehmen und bei Firmen wie Atomstack oder XTool bestellen! Durch Kollegen hier NUR gutes mitbekommen, leider erst nachdem ich schon bei Ortur bestellt habe.

Very easy quick delivery quick reply and best machine done every thing from slate to kitchen tiles canvas wood stainless Steel and much more 1000% happy with these machines

Would not recommend since they can't be trusted 😬
Their Facebook account manager promised release date and (more importantly) price and compatibility for their new release - the 40W laser module. Based on this information I disregarded what other manufacturers were already selling at the time, and waited patiently while Ortur kept postponing release.

When they finally did release, it was at a different price, and they are refusing to honor the original promise, despite being presented with screenshots of the conversation and having looked it up themselves.

Furthermore I was being told that my current laser (OLM2) was compatible. Now they tell me I have to upgrade to OLM3, and refuse to give any discount for that either.

They don't own up to their promises, and so I'm done trusting them with my money.

Current machine works okay though.

Je travaille avec ortur depuis 3 ans et en suis très satisfaite

Perfect from every point of view, excellent products and serious and functional services

Ortur is a brand offering, among other things, laser cutting/engraving machines. These are machines that carry out high quality work with rapid and careful execution. Simple to use and secure, making them essential products.

Company did ship my laser cutter but it has a defect. And their support emails won't reply to my messages.

Additionally they have fake reviews (there is a review section on their site but i can't leave a review)