***Update now included below the original post.
My workplace owns 3 Glowforge Pros. One of them stopped working recently. Glowforge recommended I send it in for inspection. $200 in shipping costs and a week later they sent a bill with as little detail as possible. Here’s the entire body of the invoice:
Glowforge Parts and Labor × 1 $859.02
CA STATE TAX $51.54
CA COUNTY TAX $2.15
CA SPECIAL TAX $17.18
CA SPECIAL TAX $8.59
Total $938.48 USD
I asked for more info so that I can make sure to care for our other units and prevent this type of damage in the future, but they let me know info isn’t shared out from the repair facility. This doesn’t sound right and doesn’t make sense. Why would a repair facility provide a cost total without mentioning parts replaced? What can I do to prevent this issue from happening again?
I’d like to know if anyone’s been charged this amount, $859.02, and what may have led up to their printer not working. For ours, it was stuck on “Focusing.” I confirmed all wires were properly seated, machine was fully cleaned, lenses wiped, and crumb tray cleaned/removed/replaced. I don’t use magnets to secure material. The logs reported a calibration error during focusing. I could also hear the lens click 4 times in a row, pause, then do it again shortly upon starting up.
***Update after waiting 8 days from the time of this post. My post was closed 24 hours after I opened it. A moderator, like the email support staff, told me they would follow up by email “if I can get more specific answers for you.” I’ve reached out to the moderator twice without any response.
I don’t understand why my post was closed when it was only open a day and I was getting meaningful responses. I’m surprised this is the way my request for more information is being handled. The charge for $859.02 was just for the “Parts and labor” line item. If I include taxes and shipping charges, that’s $1,138.48 and I have no idea what it’s for. With two other units, how can I prevent this happening again?
Glowforge, please provide me with more information about my repair, or point me to any another manufacturer that gets away with charging this amount without providing any explanation whatsoever.
*** Final Update *** On Friday, 11/1/19 , we heard back from Glowforge support with a tiny bit of additional info to describe the repairs. “Thank you for your patience. Our technicians will replace the glass lid and repair the laser system in your unit. They’ll also perform a full diagnostic test to confirm complete functionality and inspect it thoroughly.” We will now pay for the repair.