I finally got my glowforge on the 24th of Nov. Right out of the box it didn’t work, red light error, no cuts, really not good. So I contacted support, the 25th I get the response of disconnecting the printer head, cleaning the lenses and then trying again. Same thing it worked for about 3 uploads and then quit. The 26th I sent an email - telling them the above with video and pictures. GF responds on the 26th, asking me to send error files… I did. The 27th, GF “Thank you, got the files, having someone else look at them” I also responded that I had orders I really need to get out, and I need this taken care of quickly, also haven’t received the Laser safety training that is supposed to come with the PRO. GF responds on the 27th We’ll get back with you next week. (I get this was over Thanksgiving, however this WHOLE thing could have been done in one hour) On the 30th I finally get the reply, ok, ship it back we will send a replacement. I did, they didn’t. So now it is exactly one week after that, and I’m told it still wont ship for another couple of days.
Now I still have to figure out how to deal with the order I have to get out, do I cancel the order, with my customer leaving them in the lurch because they aren’t likely to get it before Christmas. Further more, I don’t think I can trust Glowforge support. If they had just had a phone line with a real person, the WHOLE trouble shoot could have happened on the 24th the latest the 25th, and we would have had a replacement by now. So I think the only thing left is to get a refund, unfortunately I can’t get a response from support. Anyone know if this is the only avenue to get a refund, or should I go to my credit card company?