Or click here on a mobile device
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I live here in Hawaii not sure if I was the first one to get a glowforge here but I was pretty stoked after waiting for so long.
now Im just bummed out - can glowforge send me the parts to fix maybe a set of rollers.
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wow…I’m speechless
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Wow. Look at that.
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Yep. That’s broken in half all right. (And they know which part from the picture.)
You just need to wait to hear from support now.
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Does anyone from customer support monitor this chat?
I already sent an email to the customer support but I was wondering because there is no phone number to call.
Yes. It’s the same as sending an e-mail to Support.
In that case this thread will likely be closed.
it appears that the rollers were made out of plastic.
Yes, they have a support ticket open for it now. Just wait to hear from them. They might email you, or reply here and close the ticket, like Tom said.
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I hope i don’t have to ship it back - it looks simple enough to replace with spare parts and a solid tutorial.
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That would be nice. But replacing the part without knowing the cause of the failure might not be the best way to go, ya know?
But maybe they’ve seen this before and already know the cause. Who knows.
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You can discuss that with them when they contact you. It might be an easy enough installation that they just let you do it.
Only reply so far is the automated email reply stating they will get back within 3 business days
Don’t fear… You will very likely hear from somebody later on today.
If you don’t mind, since they’ll probably close this thread in favor of the e-mail, can you please let us know the resolution? (In a new thread outside of Problems and Support if needed.)
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And it might take 3 business days. They normally try to acquire the part or work out how to deal with the issue before contacting you back. Just don’t get too anxious, they will get back to you and get it fixed.
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Mahalo(Thanks) for your reply
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Wicked fast feedback from fellow forum members. Glowforge has built this impressive and supportive fellowship of forum users and enthusiasts. Way to go! 
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hopefully they publish a repair tutorial for something like this and just send me the parts.
I would hate to have to ship this back after waiting so long to get it - who knows when I’ll get it back.
unless they just send me a new unit while this one goes back to them.
aaaaahh so frustrating.
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Thank you for providing the pictures. @ranger.mctague , I’ve followed up with more detailed information through email; however, it appears we need to replace your Glowforge.
I’m going to close this thread, but please reach out to us if you have any other questions!
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