We took some time out of our day and made some additional calls to help you figure out this situation. Here’s what we found based on all the information we received from fusion and the company we bought if from. Lots of information from both fusion and the reseller.

Fusion needs to stop scamming you and give you the support you are entitled to without having to pay any additional funds. It’s upsetting this is even an issue, and Fusion better stand behind their product like they say they do!

When I called Fusion I spoke with Chip, I believe he’s a manager. Chip seems to be trying to blame this issue on everyone but themselves, possibly trying to save face? Regardless, Fusion would still appear to remain completely responsible for providing lifetime technical support and have no right to deny that, regardless of past mistakes with their dealings. There are no restrictions on their site we could seem to find. Sounds like they should answer your questions without issue and seems ridiculous that they are trying to deny it for their own errors. This machine had never been “stolen”. Chip admittedly stated Fusion gave this machine to a gentleman/company who performed online reviews. Chip said to look on reviewboard, so we did, and this is the only thing we found:
https://www.google.com/amp/www.revie...er-review/amp/

Fusions story matches the story we received when we bought the machine from the pawn shop. It was attained from a guy/company who did online product reviews. The pawn shop we purchased this from has well over 1000 positive transactions on eBay so we feel comfortable trusting what they have stated. Ebay does not mess around, if this company was not legit or tied to shady dealings, they would be banned immediately.

According to Chip, after they sent the machine to the guy/company who did the reviews, they realized the contract stated that they were able to keep the product after the review. Apparently Fusion did not see the fine print at first and this seems to be a huge over-site on Fusions end from what we have gathered! Fusion wanted the machine back but agreed on a contract unfortunately. Seems someone at Fusion made a mistake? So how’s this any of our fault or problem? We don’t know and technically it’s not. Fusion then contacted the police and/or FBI to try to find a way to retrieve their product that they literally just gave away before understanding and reviewing the contract that they signed and agreed on.

Fusion stated to us they no longer wanted the machine back, most likely because it sounds like they did not have any recourse to retrieve the machine, otherwise they would surely would have taken it back. It sounds like they accidentally gave it away. From what we have gathered, this machine was never stolen, but in fact given away by fusion without understanding the contract agreement from the reviewer per what Chip stated. This should NOT be any of our problem, only theirs. From everything we can find, this machine, actually all Fusion machines, come with LIFETIME support as stated by Fusion and Fusions literature:

https://www.fusion3design.com/wp-con...12.23.2016.pdf

Fusion has no right to cancel a company stated ”lifetime technical support” due to a disagreement or miscommunication they may have had in the past due to an apparent corporate level contract misunderstanding. Seems they should have never given out a machine without thoroughly understanding the contract before hand.

You should highlight all their literature stating that this machine comes with lifetime support, and ask where it states it can be canceled for any reason, such as this. It is clearly stated they include LIFETIME technical support all over their website. You should also explain that you have a receipt of purchase, you own this machine, and how they can’t deny support to you as the owner. Seems like they are trying to recoup $500 unnecessary dollars to help compensate for their mistake! Or trying to sell you their “one year enhanced support plan” for no good reason, unless you need enhanced support.

We hope this helps you get the technical support you are requesting from them. Seems the only people who made a mistake or who are in the wrong here is Fusion. It would seem to us that if they don’t honor their advertised support on there product, that would be illegal. I would call Fusion again and ask to talk to a higher up manager, someone above Chips level.

It sounds like a crappy situation for Fusion, but it’s not your fault that they had a misunderstanding with this review guy and accidentally gave away a machine. You’re an honest law-abiding owner of this machine and there’s no reason why they shouldn’t be able to give you tech-support by answering a quick simple question. Especially when all the literature says lifetime tech support... It’s not like you’re going to need tons of help or for warranties pets or anything, LOL.

You should tell them that’s the only reason you bought the machine is you wanted to buy one from a company that stood behind their products, but here they are not standing behind it at all for you! For something super simple at that. ( this is from the lady whom owns a auto shop I bought this from. I lost the sd card to run the machine so fusion will not give me the files for a new one without paying 500 for one year support. Machine 1324 is about 3 years old and really has not run many parts.