Almost a week since my Glowforge arrived broken with no response


#1

I emailed support about my destroyed Glowforge last Tuesday (6 days ago)and I have still not gotten a response from support. UPS responded by calling your offices and offering to upgrade and pay for my shipping of a new unit the following day and said they would be calling again today. I have yet to hear from Glowforge in an official manner. The days for me to make money on Christmas are slipping away and I had fully planned on having it by now. Who ever is able to help, please get in touch with me. A week to respond, even over Thanksgiving, is really bumming me out.


#2

Alas, the “3 days” promise seems to no longer be viable, as more and more units get sent out and the support team probably isn’t being scaled fast enough. I find that replying to the automated email with “hey, it’s been 5 business days, what’s up?” gets a reply pretty quickly.


#3

I have written 3 emails. lol I know it was a holiday, but even a response that they were working on it would make me feel a WEE bit better. I know the forum is kept up with, so I thought I should cover my bases. I am past stressed out over it. :frowning: The 2 year wait is one thing… but having it in my hands… albeit shattered…and no longer having it sucks worse.


#4

Surprising, as I haven’t seen a delay of that magnitude regarding a problem.
Besides @dan, @Rita and the support staff being swamped with the issues at hand, it fell across a holiday weekend.
Pinged them both here, because I think you have exhibited what for me would be extraordinary patience. With the carrier stepping up to contribute $ I would have expected a quick resolution.


#5

Thanks buddy. I still love the Glowforge peeps, but this is killing me. I changed my Thanksgiving plans to be home for the delivery and start up, so needless to say I was bummed out all week. I am sure the UPS driver is scared of me at this point. lol


#6

I’m so sorry we didn’t respond to you promptly. I’ve just sent you an email with an update on your warranty replacement.

We appreciate your patience while we sort this out.


#7