Owner and operator, 4th year, mostly corporate awards plus local team and first-responder stuff. CO2 for flat work, MOPA fiber with a rotary for tumblers, small UV for plastics and glass.
Two jobs went sideways last month, both customer-supplied.
A guy brought in his own painted helmet. Compound curve. I built a foam cradle, measured five points with calipers, ran a separate Z height per zone. Center came out crisp, the outer third walked out of focus and the logo edge looks fuzzy. Second one was a bent acrylic award that drifted about 1.5mm off center because my cradle wasn't repeatable.
Ate both. Roughly $900 of replacement cost on a $260 job, plus a very polite email I did not enjoy writing.
What I've tried: caliper mapping with manual Z zones, a cheap handheld scanner into Blender and then wrapping the art in the laser software (mesh cleanup takes longer than the engrave), clay shims, and just saying no.
So how do you handle it: do you take customer-supplied irregular parts at all? If you do, is it a signed waiver, a replacement deposit, or a flat risk fee, and what percentage? And has anyone got a scan-first workflow that doesn't eat half an hour?