This is a crash course on how to navigate the resources available as well as get your issue resolved in the most efficient, expeditious manner.


Here are the best practices for getting effective support:




Thunder Laser Warranty Issues

If your Thunder Laser USA products and accessories fail within the warranty period of the equipment please email support@thunderlaserusa.com and describe the issue in as much detail as possible. If your issue requires parts covered by said warranty we will ship you the parts and walk you through how to replace it and send the failed part back to us.


We stock the most commonly utilized parts at Thunder Laser USA HQ in Texas as well as our Support & Innovation Lab in Tennessee. If we do not have the item(s) in stock, we will source the parts from our China factory and possibly other 3rd party vendors.



Reference The Official Documentation

This is ALWAYS the first place to start. Over 90% of the questions posed are already answered in our self-help resources. The documentation is updated to reflect the most recent content. And we continuously publish new articles to address issues as they arise. The Solutions Knowledgebase should be the first place to look for answers. If you cannot find what you are looking for proceed to the next step.



Do Your Due Diligence

Be proactive! Use the search features to find a solution. Check our YouTube channel and Thunder Laser China's site. There is a good chance  your issue is already documented. Not only do you learn about the problem(s)  but you reduce our service burden by eliminating queries that have already been answered, which affords our team the opportunity to effectively assist in more complex support functions.



Use The Right Support Channels

There many different groups, forums, and pages that are specific to Thunder Laser. These are great places to find answers. We monitor many of them and Sometimes there are delays because they are researching and finding the best solution for you. 


Posting the same question in multiple places sounds like a great idea to get the widest range of responses in the shortest amount of time but its not... Social media is the worst possible place to conduct support. Questions and answers fly around all over the threads so its impossible to manage and aggregate the information. This is especially troublesome for the support community because a great deal of their time is used trying to provide the correct information across all the channels to mitigate any possible dissemination of unintentional misinformation.


We are utilizing enterprise-grade service and support management systems complete with a client portal. This system allows us to monitor support history, failure rates, and other data by client, machine, part, etc... and Thunder USA clients can access all of their service records in one place. The more we utilize this support system as the first point of Thunder USA technical and warranty support, the more efficiently we can remedy your issues.


It is terribly inefficient and difficult to provide personalized technical support on social media, text, private message, etc... We can and do answer questions on social media and other forums but those are usually more general in nature and good info for the community.


If we try to troubleshoot you specific issue on social media others may inject information that takes away from our highly developed diagnostic workflow or even give you the wrong information which causes us to have to police the comments and takes away from our core functions.


Any Thunder Laser USA Client Support is now handled through this Self-Help Client Care Portal, via email to support@thunderlaserusa.com, or by logging into the portal itself).


Of course you are also welcome to call. We would be happy to discuss your issue but will likely request that you submit a ticket before we talk.


LightBurn questions can usually be answered by using the resources in the HELP tab in LightBurn. Their only official support channel is their forum found here: https://forum.lightburnsoftware.com/ 


Rotary questions will come through the Support Ticket system just as any other issue. This will allow the OEM, as well as the rest of the Thunder team, to collaborate with you in real-time.



Adhere To Our Hours Of Operation

We maintain regular business hours Monday through Thursday 8:30am to 5pm and Friday 8:00am to 4:00pm Central but still try to respond outside those hours because we truly do want to offer our Thunder Laser USA family the best experience possible.  Just remember that our team needs time outside business hours too so bear with us and we will get back to you as quickly as possible.



Consider Premium Support For Non-Technical and Non-Warranty Issues

We will always offer you our stellar lifetime support as expected. There comes a time, however, when personal instruction may need to be throttled so we can focus on maintaining the highest level of support on the most critical issues.


If your solutions cannot be provided in a reasonable amount of time expending a reasonable amount of energy then you may need specialized support. This premium support is time and resource intensive and you get the sole attention of our team.

If these best practices are not congruent to your situation then reserving a block of time for one-on-one tutoring may be the answer for you. This is also a great option for teams, government, education, compliance, and train-the-trainer scenarios.