Perfect Laser Machine Issues that they knew would happen

We bought a laser machine from perfect laser specifically the machine PLT-3040...they delivered and gave a short few hours training on the day on how to use the machine but additional 5 days training can be booked at their premises (Randburg)...when we started cutting, the machine cutting was out after engraving, so we phoned in for help, they said they could come out but would need to charge a per kilometer fee if they need to come out to our house again....

We did come in contact with a branch in Port Elizabeth and we must say she was very helpful in regards to adjusting and some advice, cant say the same to the Randburg branch...

We wanted to as per we were told that we could clean and check the laser head, but its on very tightly, we aren't able to loosen it, so we called the Randburg branch and were told to speak to the same person that installed on the day...once again if we asked help ( Machine is by us only a week ) we would be charged a call out fee... we were put through to someone else and were told to force it loose, which we haven't done, as should it break we would need to replace it ourselves.

We were also then advised that the warranty on the machine was only valid as long as the machine is on their premises but once the machine is with us the warranty isn't valid anymore and covers nothing basically.

The next issue we have had since having the machine for a month and a week now, the red dot pointer on the laser machine stopped working and within 1 day the cable literally broke off as it runs within the black chain, we phoned in the next day and was told that its a common thing that happens with the machines and that we can either pay a call out fee per k/m or replace the cable ourselves with a more flexible one...we were not told about this when we bought the machine and if this is such a common problem why isn't the machine fitted with the flexible cable from the start instead of having the default cable that just breaks within one month?

We are really disappointed in this seeing as the machine costs alot of money and are not told of any issues that might arise especially within the first month and at this point of time you have to pay for everything single call out or you must fix it yourself scenario.

We haven't used the machine for business yet and have only made a few things on the machine. Another issue regarding the machine, you cant switch from using your PC to your laptop to use the machine, you have to set up the adjustments with the software for each machine (fine tune each PC or Laptop to ensure the final cut after engraving will be as per the art file you are doing).

We were also told over the phone before the cutting and cable breaking issues that if we can upgrade the machine within 3 months from purchasing it for a bigger machine, so not sure if we received a second hand machine, we did phone in and asked, they said no, all machines are given brand new. However this feels bit contradicting to the fact that they say we can trade our machine in for a bigger one, so what happens with the smaller machine as it get traded in, the feeling is that they just "polish" it up and sell it at the same price you would pay for a new machine. (This purely is the feeling we have after the experience we are having with our machine)

This is very frustrating seeing as they are the most popular company in South Africa to buy your laser cutting machine from and you would think that enough help and resources would be given from the company to ensure their clients are happy.