On October 2, 2018 I reported to Glowforge that I was getting a lid open error and it looked like the ribbon connection on the back of the unit had flamed out. Jazmine from customer service responded quickly with my case # (93445) and eventually informed me I needed to send the unit back. Since then there has been no communication, no shipping label (as promised,) no response to my emails…
I am not sure where to go next. The glowforge pro will not operate. It was a brand new unit and I am feeling really betrayed by glowforge support.
I’ve generally noticed that it takes from a week up to ten days (business days) for folks to receive the RMA notice, but after that ships, the new unit arrives within a couple days, depending on where you are.
And there is no way to speed it up, they are building/testing the replacement machines.
If you do not hear from them within two full weeks, send a reply to the original notification email asking about status. (It’s rare, but sometimes things get lost in the shuffle…two weeks is a reasonable time frame to send a quick inquiry. Pestering them too much actually slows them down though, they have a lot of customers to service.)
Other than that, they tend to notify you when the replacement is ready, and there’s not really a good way to guess that…they don’t actually know until it’s ready at the factory. If they are running a little behind right now, it might be slightly longer. But it should be coming up pretty quick.
I’m surprised - glowforge tends not to do anything quickly. They WILL however take care of you. You will get a shipping label, you will get a replacement unit. They will take care of you. Just don’t expect it to happen quickly. I know it can be frustrating, but they will take care of you.
