Has anyone been ghosted by customer support? It seems they don’t want to help me. I’ve been waiting two days for a response. Any insight would be helpful. My laser has no power and I emailed them about it and did everything they suggested with no luck and they have yet to get back to me about what they are going to do to fix it.
Opening multiple tickets (which you’ve done by posting here) will actually slow down their response. The don’t tend to hand-hold, so you won’t hear from them until they have something for you. From your description you’ve already gone through Tier 1 tech support and they are pushing your ticket up to the engineers…it may take a little time, but they will get you sorted.
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I am so sorry for our delayed response @caitlinfayepost. Unfortunately, it looks like your Glowforge is experiencing an issue that we can’t resolve remotely. I just sent an email to you with more details. I’m so sorry about the bad news.