Is your laser malfunctioning?
If your machine is malfunctioning, fill out a support ticket request and we will help you Laser On!
For all other questions, please email support@aeonlaser.us
If your machine is malfunctioning, fill out a support ticket request and we will help you Laser On!
For all other questions, please email support@aeonlaser.us
After submitting a support ticket, you will receive help from a team of technicians, who will guide you through troubleshooting and, if necessary, escalate the issue for further assistance. See details below.
1. After you submit your support ticket, be on the lookout for an email from our A-team. Please note that we take a team approach and multiple technicians may lend a hand with your support ticket at any given time.
2. For the best customer service experience, please ensure all of your replies remain a part of the original email thread and that you maintain your focus on one issue at a time. If you have a separate issue, please fill out a new support ticket, so it can have its own email thread.
3. Please trust in our process. We strive to resolve your issue as quickly as possible, which sometimes means pointing you to an existing video or resource that you can reference at your leisure.
4. In instances where the root cause of a problem is not apparent, a technician may ask you to run various tests. Rest assured, this is merely part of the process and our technicians are trained to start by eliminating the simplest and most obvious possibilities first.
5. Phone calls and video chats are by appointment only and reserved for instances that cannot be easily diagnosed or resolved via email. Should your support ticket be escalated, an invitation link will provided to you for scheduling.
6. In the event a replacement part(s) is needed or we require a failed component to be returned, you may be asked to fill out a credit card authorization form. This does not mean you will be billed. Rather, it's a formality to ensure borrowed tools and excess or damaged components are returned in a timely manner.
7. If we are unable to solve an issue remotely via phone or email, a technician may be dispatched at our discretion. Please understand that in order to ensure the technician arrives with the correct tools and/or parts, additional testing may be asked of you to help narrow down the possibilities.
8. Lastly, please note that in situations where multiple issues occur at once, they are usually unrelated. Your laser is simply a sum of several independent systems and components, each with their own ecosystem and failure rate. A diagnosis where the entire laser is faulty is just not possible.