I have a question, after hearing some disturbing stories… considering the Laser tube has an estimated 2year life span, what process is available to have a new tube installed, and what would the estimated cost be?
If I recall correctly you have to ship the machine back and they will replace the tube for $500.
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They have yet to make it available for sale, but Dan has stated that they remain committed to the price for them to replace it. Note that includes free shipping both ways.
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Considering the cost including shipping both ways, I think that is a perty good deal. My machine isn’r old enough to worry about it, but knowing the service is available is nice.
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I’m curious what “disturbing” stories you’ve heard - we’ve none pop up around here. Also, that 2 year has been blown out of the water almost 3 years ago.
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My machine is 4 years old and working fine. Regarding disturbing stories, this is the place for authentic information. Anything disturbing you read on FB, equate that with seeing it spray-painted in a downtown alley.
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Someone on a Glowforge Makers Facebook page claimed to have burnt their tube out and Glowforge’s response was they, neither, sold a replacement tube, nor replaced them for customers… she is not impressed.
….and this is why I’ve come here; to get it from the source, Glowforge, as to what to expect when the time comes.
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Yeah, even here there have been a bunch of posts commenting on the 2 year life of the tube. But I’m thinking the two year life was more of a manufacturer’s guarantee (China manufacturer) and not the expected death of a tube. Mine is 4+ years and the automatic settings still cut through just fine, but then I’m not a heavy user.
In addition, haven’t seen much in the way of tube failures that didn’t involve cracked glass. I am betting that many of the folks that posted about their tube fading had more to do with a messed up alignment. When the left side mirror is knocked out of alignment engraves will get progressively lighter and even fade completely out as the head moves toward the right side. Some users panic and think the tube is dying. We don’t get to see the final resolution once Support moves the problem to email.
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I have referenced dan’s own post stating they estimated 2 years, but many have seen much more (mine is 4). I don’t think it’s what you should expect but when tubes have failed around that time, I point out it’s nothing to get mad about - especially considering the replacement deal.
Unless of course a unit is international. Shipping not free and almost impossible to do locally.
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Looks like people are missing the point of my question. Regardless how long a tube lasts, at some point it will need to be replaced; what process has Glowforge instituted to have tubes replaced or provide tubes for owners to replace? Or, should we consider looking for an alternate source, and if we do, will that work in the Glowforge?
Did you read the post by dan linked in the 3rd post above?
That is their position and he has stated many times they stand by it.
There is no alternate source (that has ever been discussed here) and replacing it would be far beyond the skill level of the majority of owners, in addition to the fact it would need to be aligned which requires specialist tools.
If they ever offered a tube “kit” themselves, you’d be on your own - no instructions.
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GF tube replacement for domestic units have been $500 and a trip back to a repair site. Shipping included. As far as I know the company seems to have given up on providing spare tunes or installation guidance.
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Yes, and I also read the post where he said they were “hoping” to have tubes available and that they were unable to “replace tubes” tubes themselves. The $500 offer for a refurbished machine, shipping included, albeit interesting is only good for continental US… what do international customers do? Please, if you don’t know, say so, but drop your condescending attitude.
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He states “International customers will pay extra” and given how expensive international shipping, it’ll probably be a lot extra. Plus there will likely be taxes and/or duties involved.
No way around it.
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Someone on the GF Makers FB group is flat out lying for attention. GF has said they’d have $500 tube replacements since before they even started shipping.
That $500 isn’t a swap for a refurbished machine unless that’s faster than changing the tube only and then only with that customer’s permission. Shipping extra for international.
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Hypothesizing here, since this appears to be what this forum is good for: recently I ordered a new lens replacement tool ($15USD), after shipping (before duties and taxes) it ended up costing over $130USD. Shipping, when I initially purchased my machine, one way for my Glowforge was north of $600 (again, without duties and taxes). With these numbers, under Dan’s plan, am I looking at paying, in excess of $1700USD, before taxes and duties?
I am not looking for hypothesizing, I am looking for answers. I have been told, this is the place to get answers from Glowforge, for things that trouble us… that Glowforge monitors these threads… well, this is troubling to owners of Glowforges outside the US, and I would like answers from Glowforge. I don’t want someone’s “I think”, or “I heard”, or “I know someone who”, I want answers to what I can expect down the road, or should I consider looking for an alternate machine?
You wont get answers from Glowforge by posting here as it no longer creates a support ticket by posting in the forums. Hence the name change from “problems and support” to “community support.”
They never did monitor threads, each new thread opened a ticket in their support system, and each post in those threads got added to the ticket. They work in different software.
If you want a straight answer from them, you need to email or call.
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They don’t list international shipping cost because it would be different for every location, you should just email them directly for your situation.
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