Whats with Laserfibre

[acedu]

I tried to call laserfibre today and yestraday to order my machine. Neither phone numbers were working. Anybody know whats up with laserfibre?

[CheapStrings]

This has happened a number of times before. One or both phone numbers don't work or keep ringing and the answering machine never kicks in.

There are a couple of older Posts including "What is the $$ of LF ECO and TT ??" that talk about Lasedfibre's service issues. Someone says they were in the process of moving and Tim has mentioned storms knocking out the phones but it's fairly apparent that their service has become problematic. Too bad because Tim Sullivan seems very nice and their products (stringers and strings) are top of the line.

[barry]

Maybe they operate out of a van, who knows. Several post said it took 3 months to get their machines after they ordered it.
Seems like a long time to me, might consider another vendor.

[Progressive10s]

I received a quick email from Laserfibre whe I inquired about Stringway's ML120 which is the table top version of the MS200TT. Ted from Laserfibre (Kingston, RI) sent me an email within 24 hours of my Stringway inquiry. I cannot comment on the supply & demand issues, but their email response was very much appreciated.

[zeniththepinnacle]

Despite all these issues there is no denying that the Laserfibre machines are some of the best stringing machines out there.

[moosryan]

agreed (although the clamps could use some work). but everytime i've called or emailed i've gotten a prompt response...so i can't complain

[eagle]

I emailed Tim to order supplies. I got a reply the same day. Package shipped last Friday and came Tuesday.

I'll be posting info on the double action clamps upgrade to the ECO soon.

Thanks,
eagle

[zeniththepinnacle]

Cannot wait for the DA clamp review from you.

Thanks.

[jorge306]

Eagle,

Do you have the ECO with the turntable for the DA clamps?

I recently ordered one of the new, not in yet, ECO's that are 'upgradeable' with DA clamps. I understand it's upgradeable to a TT. One can add the smart tensioning system later on if so desire.
Definitely look forward to hear your review of them.

thanks

[eagle]

Hi,

Yes, I have the upgradeable turntable.

I'm on r&r in Vegas right now so I haven't had the chance to even open the box. When I get back and get to assemble and use it, I'll give you guys some feedback.

Thanks,
eagle

[FiveO]

I'm surprised. Just recently I needed to find out how to resolve mounting my new RDX 500's (due to the shape of the hoop) on my table top Laserfibre stringer. E-mailed Tim. Called me next day and discussed issue at length. Mailed me the needed throat piece, no charge, had it within one week from when I discovered I had a problem. Personally I can't say enough good things about Tim. Superior service.

[zeniththepinnacle]

I now have the laserfibre ms 200 dx for about three weeks.
At the end of the first week I had a long talk with Tim about the drawback and I wanted to try the DA clamps. I currently have the SA clamps.
Tim told me that he will ship them immediately.
He did not? After waiting for one week I called him back and he said that for one reason or another the shipment was in the warehouse and did not ship out but will take care of it immediately. I was to recieve it today. It did not arrive. Tim never emailed the UPS tracking info either.
This is not an isolated incident.
We talk so much about the poor service of Eagnas. Laserfibre is right up there except for the good and cordial attitude of Tim Sullivan but the service definitely is tardy and poor.

[zeniththepinnacle]

I take everything back.
Tim is a good guy. Cannot be otherwise.
I know he tries his best and sometimes cannot meet deadline but is honest.

The ms200dx is a kick *** machine. Aside from the drawback I cannot find anything wrong with it and everything else is super.

The foot pedal operation is slick.

Constant pull is slick.

Racquet mounting is great.

I am happy that I did not go with neos.

I have double action clamps at home but have not tried it.

Waiting for eagle to give an opinion.

thanks.

[Add_In]

Been following this thread (and similar earlier ones) for the past ten days. There is no doubt Tim Sullivan is a "good guy". He has a good reputation in the industry as a knowledgeable, straight shooter. However his company needs to put in place some "best practices" to resolve some of the distribution issues for Laser Fibre stringing machines and strings. I know several stringers who have dropped their strings as well others who have selected another stringing machine due to negative feedback on these boards and slow service. As an owner of three successful businesses I know that you can’t only rely on your products/services alone. There must be good, consistent customer service and distribution. That requires good planning and “best practices” in place. Customers will only tolerate so many unkept promises followed by "I am sorry" before they go elsewhere with their money.

[barry]

Add_In

Maybe it is a part time job for Tim. Never been to there facility, but reading the threads, glad I bought a Eagnas. They sell machines full time for a business and so far no issues with them. 1 broken part in 5 years, replaced in 1 week.
Only complaint I have with them is the drop weight y-12 weighs 85 pounds. Heavy metal, but the machine has worked great for me. No problems with clamps slipping or ball bearing drop weight gripper.
Before this one, I owned a Gamma drop weight. It worked great, but wanted fixed clamps.
Pretty simple technology, can't understand why they are priced so high. Not much to break on them.

LF service is just terrible. I have no idea why they get so much good reviews. I got my 200tt DA in Jan 2005. I should get $80 worth of string as rebate. They only sent me half of that, saying the other half (OG sheep 17) is out of stock. I waited a month and called to check what took them so long. The guy, I am not sure if he is Tim, was 'nice' and told me he will handle it and get back to me the next day. He sure is a lier. Another month passed, now they don't even answer their phone no more. I left message and got no reply. My experience with the company is nothing but bad so far.

[fantom]

I would suggest e-mailing them. I e-mailed them for pricing information yesterday and got a reply within a few hours. I also replied with a follow-up question and they promptly answered it also.

[A Defenseless Creature]

I sent an email message to them over the weekend and have not received a reply of any kind. Have called and received no answer. The level and consistency of customer service has been lacking over the past several months.

[!Tym]

Agree. I think Laserfibre can't keep up with the present market demand. They need a full-time support staff. Not just Tim anymore. They used to be run like a mom and pop store and give immediate service that really went above and beyond the call of duty. The problem seems to be that it's still run like a small business, except that it's really a big business now and hasn't adjusted accordingly...i.e. less personal service in exchange for more clinical but streamlined, no nonsense, service.

As much as I am a Laserfibre devotee, taking a chance on their customer service at this point is honestly like rolling the dice, you never know what you're going to get; but you better be prepared for potentially long delays and suspiciously selective answering of e-mails and phone calls.

It's been like this for the past year, and it's sad for me to see the company's reputation going down the drain like this; but the honest truth, is that their service while unquestionably friendly has actually become so unreliable that even Eagnas is more reliable and accessible at this point.

I'm just being honest, even if I do feel guilty about speaking up...and I do.

[Eugene Girshtel]

Wow, I bought my MS200tt 3 years ago and had service like no other. BTW, FiveO, you mentioned you had problems mounting RDX 500's on the MS200tt. Can you explain in more detail what was happening when you were mounting thouse racquets. I'm thinking about purchasing those and wanted to know if I should call Tim to send me that piece too. Thanks