Reviews

Review Details

• Review fromMax R

  Date: 11/16/2023

  1 star

  Max R

  Date: 11/16/2023

  I purchased a Mega VXL this is the worst purchase of my life. The tables came in Dented, I was told to sand them and that it would be fine. I fought with them to send me a new set , which they did and they came in dented again. I was told to contact my local shipping, after arguing with customer service that this had nothing to do with me they repackage yet another set of tables and sent them to me. The third set was packaged correctly, and the problem was fixed. The braces had burs all over and the tapped holes had to be re tapped, the links on the instructions DO NOT work. The final straw was that the router DOES NOT fit in the mount.... Overall Millright CNC has a huge quality problem on top of their defensive customer service problem. After bringing this up to customer service and letting them know about these problems, I was told I had poor communication skills and to let them know when I sell over 1,000 units. This number would a fraction of what it is if they would allow returns, completely unsatisfied with this trash product.

  Millright CNC LLC

  Date: 11/20/2023

  Tried to help Max. He sent memes of clown faces and things like that. Has he stopped cussing and sending pictures of memes we would have explained to him how to use the mount. Also tried to explain to him he could call and send emails but wanted to use facebook messenger which isn't a support channel. Braces did not have to be retapped. Powder can build around a hole sometimes but almost everything is hyperbole. If your first instinct is to cuss us out and send silly memes instead of engaging with us, there's not much we can do for you. Things like "Can you tell me how this is supposed to fit" will elicit a response. If you cuss us out and send pictures of clowns to us, you'll be told you're not communicating well.

• Review fromLisa M

  Date: 04/27/2023

  1 star

  Lisa M

  Date: 04/27/2023

  Horrible, absolutely horrible service. We have had a machine down for almost a week, we have emailed and called for three days and no one will return our calls/emails. The website says they have the best support in the business but our experience is the contrary. We are a small business that counts on our machines to help us fill orders, if I would have know how horrible the service was going to be, I would have purchased a different machine.

  Millright CNC LLC

  Date: 11/20/2023

  We have no record of Lisa M***** as a customer. We do have another person with the same last name and a nearby zip code that purchased three years ago who made a 4/26/23 email contact to us. In that email, this customer said his PERSONAL computer that he didn't buy from us died and he was trying to get his new computer to connect to the machine and we were addressing that with him. We replied to that and also had some further discussions with them in June of this year.. Furthermore, we changed our phones over to a new number about 6 months prior to this complaint. The new number has been clearly displayed on the website. The customer was probably calling the old number that the phone company has probably re-assigned to someone else. We kept that old number active for a few months after activating our new phone system and had it forward to the new number to be able to cover anyone that might call the old one. There are six phones here, many of which ring simultaneous depending on the department selected in the phone tree. If you called for three days you either called after hours and didn't leave a message or called the wrong number. Upon a review of that customer's file (assuming this is the spouse of that customer), in our initial email exchange he used expletives and said he was going to "demand a refund" over a misunderstanding about a C clip and nut, one of which we were explaining comes in a standard package and isn't needed for installation. In that initial contact to us back in 2020, he received an email back in 5 minutes on his first email, received a reply at 11:18 PM (yes, at night!) to an email sent 10 minutes prior, and another email was replied to within 40 minutes that was sent to us after closing. In May of 2021, we got an email that was replied to nine minutes later. Also an email in 2021 replied to in less than two hours. We're on top of things, but if you call the wrong phone number we obviously can't help.

• Review fromAaron H.

  Date: 12/28/2022

  5 stars
  I purchased a MillRight Power Route Plus XL and it’s been great! Absolutely zero problems! I took my time assembling the kit which went together pretty easy. I made sure everything was square and level. There are a lot of components and hardware but the instructions were pretty straightforward and easy to follow. My first run on the machine was a simple circular which measured with digital calipers and it was absolutely perfect! The machine moves smoothly and quietly in all axis, absolutely zero slop. I’m able to carve with a lot of accuracy, it’s nice to be able to carve text .125” tall that is perfect. I am more than pleased with my machine. I have contacted customer service three times with a few questions and received a reply within an hour. I would not hesitate buying from MillRight again. Super happy with my machine!

• Review fromAndrew B

  Date: 08/24/2022

  1 star

  Andrew B

  Date: 08/24/2022

  I ordered a Millright Mega V xxl and the machine has NEVER WORKED. I have tried everything I am a member of quite a few cnc groups, and after getting frustrated from the back and forth email chain. I have rebuilt this machine twice, shielded every cable and tried every suggestion. After 8 months of wasting time, wood and what I paid for your machine. The customer service is Horrible and good luck getting any answer. I will include all of the text msgs that have gone back and forth so you can decide how you would like to deal with this company.
  
  Derek R******
  ***** ***** Market What it means for you is that we have to get all of that before we can send it. I actually saw the pictures. You've got some cosmetic matters that, if installed a particular orientation, will never be seen again. These aren't showroom cars, but I understand you want or expect it to be. You contacted us two or three weeks after delivery and ***** is always an extra PITA about a claim when it gets made weeks later. As such, our ducks have to be in a row when we approach them with it. We're sending you replacement for those pieces. I just talked to Wesley and I do think some misunderstanding had arisen about the timing after we got requisite pictures. Point is though, this internet parading is quite unnecessary.
  Reply1h
  ****** ****
  Author
  
  Derek R****** This the problem that I have had with your company. If you think that just sending an email after this amount of money is spent is OK, well I think that is a problem and then like the experience that I have had you make it sound like the customer is to blame.
  Reply1h
  Derek R******
  ****** **** Quite frankly ******, I don't put much stock in your opinion. I have someone I'm paying call you and say "how can we help you" and you turn it down. We run I to this from time to time where a few guys like to get together and have a pow wow on how much they hate us with a lot of misrepresentation along the way. Today, we will sell more machines and help mo

  Millright CNC LLC

  Date: 08/31/2022

  This text posted by Andrew is a bit discombobulated as he mainly just copied and pasted from a ******** post he made which was subsequently removed by admins as non-value adding to the group. (customer community ran group, we don't control the admins).
  
  Facts of the matter:
  1) Customer bought about one year ago. His first support question was sent in ******** 2021 and it was answered THREE minutes later, after work hours. We worked through questions with the customer with some questions in ******** as well.
  
  2) He emailed again two months later, in ******** 2022, asking questions about an accessory for the machine, which we answered.
  
  3) He emailed again in **** 2022 when he asked us how to wire a laser into our machine. He did NOT buy the laser from us, but we helped him anyway, answering his question within twelve minutes.
  
  4) He emailed again on Sunday ****** **, 2022 when he asked where to plug in a motor. We answered him Monday morning.
  
  5) He emailed ****** **** with a diatribe about wanting his money back (almost a year after purchase) and said things weren't working. The email rambled about how he was going to run the product over with his truck and other unconstructive things. We called him to see what assistance we could provide to him. He told our head tech support specialist that he didn't want our help. The tech support specialist insisted that he could help, but the customer again refused the help and demanded a refund. He then posted it for sale on customer run user groups with some complaints. His posts were removed by the community admins as he has never been a member of the group before and the admins found it to be unconstructive (again, these are just run by people in the customer community - they aren't our employees).
  
  These are DIY assembly machines hooked up to the customer's computer system. It's a cutting robot, so its not necessarily simplistic. That said, we have thousands of them in use all over the world by first time hobbyists, Fortune 500 companies, small manufacturing shops, and the military. Even **** has ordered machinery from us. We make them the same way, time and and again. If you need help, you can get it. Essentially 9 months elapsed between any substantive questions or indications the customer was having any issue and the diatribe he sent us demanding a refund. Literally the week prior to claiming it "never" worked and asking for a refund, he was emailing us asking how to plug in a motor. When we responded to his angry email by calling him and offering direct assistance, he refused the help. We're sure we could have helped the customer, but he failed to say he needed any help until the point he fussed in a terse email. Again, 9 months elapsed and we had no idea he's having any issue as his few questions in the interim were about how to use different accessories that would only be used if the machinery was in fact working.

• Review fromMichal T

  Date: 07/28/2022

  1 star

  Michal T

  Date: 07/28/2022

  I was in the market last year for an CNC router, I had limited time to make the purchase so i did not do my due diligence ( i did not do thorough research on CNC router/company reviews) my only criteria was at least a 48"x48" machine that was made in America, both of which Millright proudly states on their website. I made a mistake in purchasing a Millright **** * ***. The last few months have been a battle, trying to work with millright to get this machine working. Once built, motors/switches tested and software setup, i started my first job. The machine would home, move to start position and begin the job. And then stop. no error codes, no alarms, just stop. i could re-home the machine and re-start the job, but it would just stop again, this time in a different spot. i could only get 3 sec to 20 min into a 1 hour job before the machine would just stop. I tried to contact Millright tech support, but they did not respond to email and they did not answer the phone or call back to voicemails. I finally resorted to calling the sales number, which they answered on the first ring. Over a few weeks of back and forth suggestions and response, Millwright first said I had communication issues, then is was EMI, then Grounding. They had me purchasing additional electronics, installing grounding mods and ensuring nothing else was running in the shop. when nothing worked and I asked about some wiring in the controller they told be to send it back and they will look at it. I did so and received the controller back with no changes to the original wiring and an added ground lead. It still did not work, and they stopped responding to my emails. I went to their online form and found many people with the same problem, they did not get any solutions either. When i brought up this fact in a public forum and was critical of millright build quality and tech support, i was promptly band from the site and all my posts removed. And here i am with a $5000 door stop.

  Millright CNC LLC

  Date: 07/28/2022

  The customer purchased the machine on ********* **, 2021. We shipped the machine ******* **, 2021. The machines we ship are kits, meaning that the customer has to assemble the machine at home. We offer support to help the customers with any problems they encounter. The customer emailed on *** **, 2022 with problems of the machine stopping mid program. This problem is generally caused by electric interference or a fluctuation of power through the communication cord, in this case a USB cord. We made a series of suggestions about how to deal with these problems, including making sure to limit potential electronic interference, grounding the electronics box and machine, and making sure that the communication line has a steady voltage, in this case with a powered USB hub. Once we eliminate potential factors with our equipment, we generally direct the customer to look at their setup for potential interference on his end. Equipment like a vacuum dust control system can generate static electricity and may need to be grounded, especially on the hose, as static can cause signal problems. In an effort to see if our equipment was the problem or not, we got the customers electronics box back for us to test. We ran the box through the same testing procedures we run before shipping out the machine initially, which includes testing connection, movement, signal output and input, etc. We reset the settings on the customers box, and changed out a stepper driver that has been know to cause some problems. We no longer use those drivers and have since changed to a more reliable stepper driver after the customer's initial purchase. We also ran additional test with the electronics box, connecting the box with machines we have in house. We ran an hours long program, adding potential electronic noise to see if we could initiate failure like the customer experienced. The electronics passed all test. When the customer received the box back, they reported a continuation of the problem. The customer suggested that we did not do a proper job repairing and testing the electronics box. The customer was told that we send hundreds of electronics out in good working order and nothing would be gained from sending out defective parts. The problem is likely on their end with their circuits, some other equipment being run, or something else with their setup causing interference. The customer did reach out for help on the forums. Some forum users did try to offer advice. The customer was not receptive to the advice offered and the forum thread eventually descended into threats and insults, by both the customer and a forum user. The forum thread was deleted and the customer banned as a result. The nature of our products, a kit that the customer builds at home, means we have very little control of the environment the machine finds itself in. We can offer suggestions and recommendations about the best way to set up the machine, but we cannot have eyes on to see what is actually going on. We control, the best we are able, the quality of the machine send out. The customer will have to test the machine, running a program above the stock, i.e. not cutting and not running the router or any other equipment. The customer then needs to run the program again and add the router only. Then again adding another element until the error reoccurs. That should narrow down the problem area in their shop.

  Michal T

  Date: 07/30/2022

  Millright has general time line and events correct, but they leave out critical details and add new(questionable) details.We received most of the shipment mid NOV(6 of 7 boxes).One box lost in shipping for a few weeks (no fault of millwright) before arriving.Due to extenuating circumstances(COVID lockdowns and mandatory work at home orders) I was unable to start assembly until mid FEB, only 1-2 hours a week.I Completed the build late MARCH but took another month to get familiar with/properly connect the software to the machine.Once connectivity and motion test were completed, I tried, and failed, my first run(surfacing spoil board).I spent several weeks, 1-2 hrs a week, troubleshooting on my own, before contacting millright.After jumping through the hoops milright had(buy this, install that, use different comp/port/cable/power, turn EVERYTHING else in the shop off) I tried a few additional test.I used the same computer and cables to run other machines with similar items, ie cheap controllers, stepper drivers, stepper motors, limit switches.These other machines work fine whether they are they only thing running or with everything in the shop turning on and off(to induce EMI interference).I had no problems with these items so it lead me to believe the issue was the design of the millwright unit.As far as the repairs on my box, I am doubtful they replaced any driver.I ask what they did specifically and they said(I quote) "We added a bonding wire and reset some settings". I think replacing one driver that "has been known to cause problems" would be something you would not forget to tell the customer.And why change 1 of 4 identical drivers?Was my unit the last to use theses drivers? Why would they not take the opportunity to replace all drivers with the current, more reliable ones. I feel it has something to do with the fact we already paid and had just past the 180 day warranty. (BTW they also changed to a 1 year warranty on units with new drivers, must be 100% more reliable). They told me they send out hundreds of units so they could not have a bad one. This is not what I found on the forums, where there are many examples of machines with the same symptoms as mine. Many of them have the same comment from millright (must be a COMM problem on your end, buy a powered USB hub).NONE posted solutions.
  I only sought help on the millwright forums AFTER millwright cut off communication.Once I posted my issue/experience with tech support, one user was quick to suggest that I should rewire the system with shielded wire and took offense that I thought it was unacceptable to be expected to re wire a new machine just to get it to work.I apologized to him, thanked him for his suggestion and clarified that my frustration was with the manufacturer. He did not take kindly to that and would berate me with every post and insinuated he was trying to get a sponsorship from millright.I would respond with a comment about his post and then try to redirect the subject back to solving my issue. He eventual started threatening me with physical harm, suggesting he did time in prison and inviting me to a location where we could meet so he could watch me "pick up my teeth with broken fingers" he was so serious about this that he had it tattooed on his knuckles (EPUY-TWBF, Ever Picked Up Your Teeth With Broken Fingers).I never used foul language or resorted to threats of violence in any post.It was at this point that millright stepped in on sided with the violent poster he was, after all, their unofficial spokesman and I was the one criticizing millright).I and all of my posts were wiped from existence.No one on the millright forums will know about my experience with millright and problems with their machine.Millright had many opportunities to do the right thing. They did not. They could have told me that they were changing to better electronics soon and given me the option to postpone shipment. They did not.They could have shipped shielded cables to limit EMI with these larger machines. They did not.They could have continued working with me until the issue was resolved, thereby building a loyal customer.They did not. They could taken the opportunity to provide me with an updated control box when I returned mine, again building a loyal customer. They did not. They could have stepped in and been one of the first to respond to my post on THIER forum and helped me solve the issue in a public stage, there by helping many more customers with similar issues.They did not.They could have stepped in and told the abusive poster to stand down.They did not.Instead, millright chose to first ignore me, hoping I would take my problems and go away.Then, when I showed up on their forum asking for help, they ignored me, hopping someone else would do their job for them. when that did not work they chose to MAKE me disappear along with all my problems and my criticism, allowing a violent, abusive, millright fanboy continue posting on their forum.
  Thank you BBB

  Millright CNC LLC

  Date: 08/01/2022

  No one made you disappear, *******. When you are having a conversation about fist fighting with another customer on our forum and asking for home addresses to "get at" one another, you're going to be banned from the forum.
  
  We've been doing this for over 6 years now and ship them all over the place. We've got no problem helping someone. You are very much the outlier. Had you proceeded politely, you'd still be getting some help. As was mentioned above, we ran your control box for hours. The electronics technician that reviewed and took measurements on your box has built literally thousands of them. The support person that ran your box in on a testing machine (again, for hours), has been doing it for years. We ran through some things on YOUR end that can be the problem and you've not controlled for those. We sell you the machine and have NO CONTROL over the computer that you attach to it.

  Michal T

  Date: 08/03/2022

  First off: Banning someone from your forums and removing ALL their posts is a rather effective way to make them "disappear". It also has the added benefit of silencing criticism of millright equipment/tech support and protecting violent millright supporters.
  Second: You say that talking about fighting will get you banned from the forum. The only one talking about fist fighting was your unofficial spokesperson, yet he is free to continue using your forum. Why the inconsistent application of the "rules"? I only asked for a PO Box so I could send a gift in an attempt to quell the disturbance (and as a "thank you" for his suggestions).
  Third: I am beginning to think that knuckle tattoos' original suggestion may have been accurate after all. I did not want to accept that I needed to replace wiring provided by millright just to make this machine function. But the more I think about it, the more it makes sense. This is a large machine with long cables. The longer the cable, the better they act as antennas, creating/collecting EMI (they very thing you say can cause the problem I am having). These cables are not inside the control box. Hence, no amount of testing in your lab (hours, days or weeks) could replicate the issues I am experiencing in the field. With thousands of control boxes/machines you have built and sold, you must have a trend of these EMI issues. My guess is that they happen more frequently the larger the units. I will source and install some shielded cable on the three limit switches and see if that solves my EMI issue. I will let you know when I find a solution, I won't even charge you for the R&D.
  Lastly: although it is true that you have no control over the computer attached to your controller, neither does ANY other manufacture of CNC routers, 3D printer, Plasma tables and a plethora of other peripherals. And yet, I have no difficulty operating ANY of them with the various computers I have at my disposal. Luck of the draw, or better engineering?
  

  Michal T

  Date: 08/24/2022

  As promised, I am back to update you on a successful solution to my issue. As suspected, I need to replace all the limit switch wiring with shielded wire. Once I completed this, what do you think happened with my next test run? You guessed it, completed easily. Same for test run 2, 3, 4, 5, 6, and 7, all with other equipment in the shop turning on and off. I also removed all additional items millright had be purchase and install (shielded USB cable, powered USB hub, ******* power supply). I have not had a single failure, and I now feel I have a solid CNC router. Unfortunately, the shielded wire I have is not as flexible as I would like and I suspect it will fail prematurely (I will source/install continuous flex cable when I can). I recommend you update your larger kits to include shielded cable for all limit switches to limit these problems in the future. I have also developed a trouble shooting procedure to help any one with the same problem. Since millright machines use normally open limit switches, the end user could do the following: 1 Home unit - 2 Disconnect all limit switches - 3 Run test job - 3a. If test job still fails, then they have a communications problem and adding a powered hub and/or grounding may help. - 3b. If the test completes successfully, then the issue is the switch wires collecting/generating EMI and should be replaced with shielded wire. - 4 Make necessary repairs - 5 Enjoy your newly reliable CNC router. I am still disappointed at the poor engineering and manufacturing of this "KIT", as well as the poor tech support assistance from millright. I have notified millright of my findings/solution and I hope they take the opportunity to learn from this interaction and improve both their manufacturing and tech support. The irish samurai was right, I did need to rewire the system, but I should not have had to.