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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Thank you… an answer that helps.
The Problems and Support topic monitored by the company was removed and replaced by email and telephone support about a week ago. So this is new for us too. The folks here have more accurate info than any place other than the company because Official Support and member support have had a symbiotic relationship for 5 years. Now that the company will no longer check the answers given here the forum will slowly devolve into best guess based on experience.
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You could do the community a service if you would post back here with the answer you get from Support. That way we’ll have updated info that either supports or refutes Dan’s $500 answer.
TIA
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Questions have been sent and I will provide a copy if/or when I receive one.
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Thanks! One of the problems here is that we don’t get to see what the resolution is once GF takes over.
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It is also possible now, at least for EU folks, that the return could be to the UK. Perhaps they are setting up fixit ability/refurbished unit swap there. They have mentioned previously that they have a business unit there. Not sure. Shipping wont be that much cheaper, but it could be helpful.
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That’s cool. Where/when was this announced?
It could be significantly cheaper because it doesn’t have to go by air to get from the EU to the UK.
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Here is the email, I received, this morning, from Glowforge. Good news for Canadian customers at least….
Ara S (Glowforge)
Jan 25, 2022, 8:45 PM PST
Hi James,
Thanks for reaching out on these questions!
The Glowforge laser tube is custom made - it’s bigger than most desktop units (850mm) and is modified for longer lifetime and smaller spot size. The laser tube is rated for two years of daily use, and can last much longer under light or moderate use. It’s also covered under either your original warranty, or the additional, third party coverage currently offered by Extend.
Normally, if your printer is past the warranty period, we’ll replace your laser tube, including roundtrip shipping within the US and Canada, for $499. We’re not performing repairs at the moment, but as you’ve heard, we’re providing refurbished units for the same cost. (We have other arrangements for non-Canadian international customers).
We do plan to have a replacement tube parts package available for purchase in the future—unfortunately, we haven’t worked out all the kinks yet.
I’m afraid I can’t offer any guidance about use of after-market tubes.
Please let me know if you have any further questions!
Best regards,
Ara
(She/her)
Favorite Catalog Design: Wrapped in a Mystery Puzzle Box
Glowforge Name: Forgiosa
- Any advice is not intended to replace or contradict the user manual. For safe operation of your Glowforge, always follow the instructions in the manual at https://glowforge.com/manual
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I thought this was in one of Dan’s announcements. Perhaps I was confused. It may have been about proofgrade being available there.
Hey that is good news for us Canucks. I was envisioning the $500 tube plus shipping both ways.
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November, 2021
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Likely “burnt” meant she set her machine on fire and ignored it long enough to completely destroy it - and even then 
generally offers a replacement at a significant discount.
So yeah, as others have said $500 for the US (and per your email Canada) total with shipping. In the UK it’s still $500 but unknown on shipping, presuming they’ll get them in the new distribution center likely included on the Island.
Considering they’ve also confirmed that just the tube costs most than that (bespoke, etc.) they’re taking a huge bath if/when tubes start needing replacing, but so far that time has not yet come 
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I saw that. No mention of service/repair/replacements.
It sure would be nice for the UK and EU customers who get DOA units.
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