Dead laser - new to Glowforge

[dmilner180]

I am a new Glowforge user and wanted to understand expectations for support from Glowforge. I have reported a dead laser with all associated steps that I have taken and all I get back is an irrelevant bot response. It’s been more than 24 hours. Should I expect help from Glowforge and if so in what timeframe?

Thanks

[dklgood]

Welcome to the forum.

I suggest calling them during support hours.

[rbtdanforth]

@dmilner180

all I get back is an irrelevant bot response.

That lets you know it arrived correctly. Multiple email contacts take longer as they have to correlate them. If the machine is actually dead and under warranty they will arrange to exchange it for one repaired and checked out. A phone call could help For live support, Call Customer Care at +1-855-338-2122 during the following hours: Weekdays: 8 AM - 3 PM PST Weekends: 10 AM - 3 PM PST

[dmilner180]

Thank you