This email showed up in a Glowforge Facebook group I am part of. I am taking it with a huge grain of salt, but it appears the OP was shipped a defective unit with a lid that was difficult/impossible to close. Customer support offered to send him a replacement, but it would/could have cosmetic defects… @dan is that really happening? If so seems a bit off to buy a brand new machine and get one with defects.
QUOTED FROM FACEBOOK:
Thank you for the clear report! We are working hard to ensure you’re able to create amazing things with your Glowforge. We’re so sorry you’ve run into trouble and we’re here to fix it.
We will replace this unit for you right away as the lid should not be that difficult to close. However, you might get a unit right now with other cosmetic issues like those you identified. If you don’t want that, tell us so we can hold until we are no longer shipping units with cosmetic blemishes.
We’ve tried to make the next steps fast and easy. Normally we’d require that you either send the unit to us for investigation or we place a hold on a credit card before shipping out a replacement. Since we are just getting started, we’ll make an exception for you and send out a new unit while you’re shipping back the old one so you can get printing right away.
Let’s get started.
- Package your Glowforge and Accessory Kit. Incorrect packaging of the Glowforge will void the unit’s warranty. You will need the original boxes and foam, and the important orange and red bits listed in the Glowforge User Manual. Instead of waiting for replacement handle locks, please simply tape the box closed.
- Tomorrow, we will send you shipping labels so you can drop off your unit at FedEx or even easier, schedule your unit to be picked up at your home via FedEx Pick-up Delivery.
- Let us know when you’ve shipped your printer. We’ll reach out with updated tracking information when your new Glowforge ships so you can schedule your delivery through UPS My Choice.
Our goal is to have a Glowforge back in your workspace as soon as possible. We’re here at email@example.com any time you have a question.