Unresolved manufacturing error, no refund, no return of machine, lost money & time
I purchased a 3-phase industrial laser machine from iGolden CNC.
However, the machine that arrived was not what was ordered.
Instead of a 3-phase machine, I received a 220V single-phase machine, which is not allowed in the EU for systems above 3.6 kW.
The internal wiring and labeling were also wrong (labeled L1/L2/L3), which caused the machine to burn and fail when installed according to the labeling. This was not a usage error, but a manufacturing and specification error.
I contacted the manufacturer and was asked to return the machine to China for repair.
I paid shipping and customs on my own because I had no other choice.
After months of waiting, the machine was supposedly repaired, but the machine has been kept in China for many months without being returned.
Meanwhile, the manufacturer refused to provide a legally compliant 3-phase EU configuration and refused a refund, even though the product delivered did not match the ordered specification.
Communication became more difficult, conditions kept changing, and finally the company stopped responding for weeks.
As of today, I have:
No machine
No refund
No usable technical solution
Lost shipping + customs costs
Lost time and production capability
This has been the worst purchasing experience I’ve had with an industrial supplier in 20+ years.
European buyers who need 3-phase or EU-compliant industrial machines should be extremely cautious.
UPDATE 6.1.2026
RESPONSE TO COMMENT DATED FEBRUARY 6, 2025
Thank you for your reply.
However, your public statement does not match the reality of our communication.
You write that you take responsibility and arranged a replacement.
In private messages, you repeatedly stated that voltage issues are not your responsibility and asked me to pay for upgrades, engineers, or shipping.
Key facts remain:
* I ordered a 3-phase machine
* A single-phase 220V machine was delivered
*Incorrect labeling caused the machine to fail
* I paid shipping and customs to return it for repair
* The machine has been in China for months
* Refund was refused
* Return shipping costs are still disputed
* No confirmed shipment date has been given
If your company truly wants to resolve this, the solution is simple:
👉 Return the machine via DACHSER at your cost and provide proof the machine operates correctly in european standard, or refund full payment and keep the machine.
I am still open to a fair solution and hope your public message reflects real action going forward.
Update 23.2.2026
The situation is still unresolved.
I have now been informed by the freight forwarder (DACHSER) that the customs re-export document expired on 31.12.2025 because the machine has still not been returned.
This may now cause additional customs or storage costs.
As of today:
The machine is still in China.
No confirmed shipment date.
No refund.
No solution.
Potential additional costs due to expired customs documentation.
I am still willing to resolve this professionally, but time continues to pass without concrete action.
UPDATE 7.4.2026
The situation is still unresolved.
Despite clear written confirmation of a 3-phase machine (AC 230V / 50Hz / three-phase), the supplier continues to claim that the issue is my responsibility and is now requesting additional payments for repair, customs, and shipping.
At the same time:
No shipment has been arranged
No confirmed shipping date
No tracking or transport details
The machine remains in China
The supplier states that the machine “can work,” but still does not confirm a true 3-phase EU-compliant configuration.
The discussion has shifted away from a technical solution to payment demands and general arguments about standards.
I am still willing to resolve this professionally, but currently there is no concrete progress toward returning the machine.
Réponse de Igoldencnc
Thank you for taking the time to share your feedback, and we are very sorry that this shopping experience did not meet your expectations. We always put customer satisfaction first, so we apologize for any inconvenience caused by the voltage configuration issue.
After verification, it was found that the equipment configuration did not meet your needs due to deviations in the understanding of voltage specifications during communication between the two parties. We deeply regret this and have taken the following actions:
Arrangements have been made for you to return the voltage for replacement with a new one;
The customer support team will follow up on this matter throughout the process to ensure that your problem is solved perfectly
We have comprehensively upgraded our quality inspection process and added dual voltage verification for international orders to prevent such problems from happening again. If you have any questions during subsequent use, please feel free to contact our technical team directly via [email/telephone], and we will provide you with priority support.
We apologize again for this mistake, and sincerely thank you for your understanding and tolerance. We value the trust of every customer and look forward to having the opportunity to provide you with better products and services in the future.
