I have had my glowforge Pro, a 6K puchase, for nearly 2 years now. In the past two years, I have been able to make only four items because the laser on the machine continues to malfunction. Earlier this year I sent in the model for a refurbished model. That machine came in, worked once, and then again the laser went out. I reached out to Glowforge Support yet again, and they never offered any reason this happened; they just offered to send another refurbished model, which I accepted. After receiving my second replacement unit in a 6 month timespan, it worked a few times, and then a few weeks later when I went to use it, one again, the laser is not firing. Now I have tried to reach out to them by calling and leaving voicemails which is all you get when you call into customer service, you can never actually reach an agent. I have called their sales line, thinking that they would be happy to try to sell this machine and again you just hit a voicemail. I have reported them to the Better Business Bureau with no reply and at this point, I believe they have no intention of working with me to make this machine usable now I have a 6K piece of garbage sitting in my work room and hundreds of dollars of material I intended to use. I am highly disappointed with the product itself, but even more disgusted and frustrated with the customer service or lack there of. With numerous other machines on the market now I highly highly recommend looking elsewhere for your laser cutting knee unless you want to sit on an overly priced machine, that even one wanted if it doesn’t work, you have no ways of reaching the company to get it replaced or your issue addressed.
Hi @lydiajeanart the described experience sounds certainly frustrating. The phone support at 1-888-GLOWFORGE has its hours of M-F 8am to 3pm PST, and 10am to 3pm Saturday and Sunday. I understand that you’ve only been able to reach and leave voicemails. This is not typical or expected delays, so I’m forwarding this upwards to the Customer Care team for further review and help.
I hope someone can reach out because at this point I feel like even though I am under warranty there will be no reply. I’ve called within those hours twice now and sent in service tickets on the Glowforge site and even called the sales line to try to reach anyone with no call back, email, nothing. Any help would be ideal because like I said, at this point I feel the company is just purposefully ignoring my pleas for help and am 6k out with a giant machine that’s a glorified paper weight. Utterly gutted with how this company is handling this.
Can you also include any ticket numbers created? It will help confirm any processes that are affecting the support requests being received by the Customer Care team and since this is not expected. Thank you in advance for that.
I have two tickets, I believe, there honestly may be another… I have had various conversations with dozens of support people as it’s been passed around. I will provide the two I can easily see.
608696 - 613613
Having multiple tickets is only going to slow down your getting help.
Not sure why I have two. I was only using one and then I had two machines break, I believe Glowforge opened another ticket when I called in vs emailed because working on the issue over email was taking months at a time with only one reply a day if that.
Also… I just tried to call the number you provided thinking maybe I was calling the wrong number all this time and that number you provided calls Medicaid ? There is an 8 in front of GLOWFORGE that is missing. It should be 1 888 8GLOWFORGE
Update: I was able to call in and chat with an agent FINALLY. She couldn’t find any of my old tickets and is opening a new one. I still feel this is futile. But at least someone finally answered my call. They are sending me my 4th replacement unit in 6 months. Thank you for the help and assistance, If you however are able to get a better result or insights for me in regards to this I would love to hear other options beyond a refurbished unit that potentially won’t work. All 3 times it’s been an issue with the laser not coming on and IDK if it’s something beyond an issue with the machine that they aren’t troubleshooting with me.
Hi @lydiajeanart . Thank you for letting me know about the incorrect number mentioned, and appreciate including the full contact number for phone support. It sounds like the tickets didn’t make it to the Customer Care team, and not sure if that is due to outdated workflows or contacts. However, I’m happy to hear you were able to reach one of the Customer Care agents, but reached the point of another printer replacement.
Replacing the printer multiple times is not an experience I ever want for a fellow Glowforge user and I understand the reasons for asking about other results and options. Typically, the laser failure mentioned would start troubleshooting using steps from the Help and Learning Center page Print Isn't Marking Material (Performance Series) . Having that same issue causing multiple replacements is not expected and would need to to go to the Customer Care team for more insight into the cause and solution. They have access to resource tools like the printer’s log files and support ticket history.
You’re welcome to share the ticket number created with the phone call. I can review it for any additional information or suggestions.
Just in case it may contribute to any failures, I would also check the setup with the power system is using the correct conditions mentioned below:
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Use only a properly grounded outlet that meets local building codes and meets the following criteria:
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For Glowforge Performance Series: At least 800 watts of power available
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For Glowforge Aura: At least 300 watts of power available
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The minimum rating of the circuit breaker (also known as an over-current protective device) on the circuit feeding the outlet should meet the following criteria:
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For Glowforge Performance Series: At least 15 amps
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For Glowforge Aura: At least 5 amps
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It may not be the cause of the printers failing, but is something that can be proactively checked to ensure that is not contributing to the laser trouble across each printer.
I’m sorry to hear your story, but definitely felt your pain. I usually call them at 888-845-6936 between their working hours. I often keep calling til someone picked up the phone. The best time to try is early in the morning, and i also follow up with them through emails. I will say the customer services agents i’ve dealt with are really helpful.
My story was 4th replacement within a year, and similar to your situation that was used for few times. i only have Aura, and already frustrated. Now the 4th replacement is broken, and passed warranty. Glowforge only offers trade-in or upgrade with 30% discount. No refund or store credit to use toward other items on their website. However, i am so disappointed with the machine functions already. Hope yours goes well after the new replacement.
I had a problem at the start but the company got me up and running quickly. I found a lot of the problem was operator problem . Laser mach are computer generated and have to be treated as such. God bless.
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