Frustration with Glowforge Warranty Support

Hello Glowforge community,

I’m reaching out today to share my experience with Glowforge’s warranty support. I’ve been informed that my machine is still under warranty and should be replaced, but I’m facing significant challenges in getting the issue resolved.

Despite being eligible for a replacement, Glowforge is citing logistical issues as a reason for not sending out a refurbished or new machine. I’m incredibly disappointed to hear this, especially considering the warranty is meant to protect consumers from such inconveniences.

I’m curious to know if anyone else has encountered similar problems with their Glowforge warranties. Have you been able to successfully get your machine replaced or repaired? If so, what was your experience?

I believe it’s important for the Glowforge community to come together and advocate for better warranty support. Perhaps by sharing our experiences and concerns, we can collectively encourage Glowforge to prioritize customer satisfaction and improve their repair and replacement processes.

Thank you for listening.

There are many, many owners that have had their machines replaced under warranty. The warranty states that machines will be replaced or a refund issued solely at Glowforge discretion. What challenges to a successful resolution are you facing?

Glowforge sent me 2 ways to rectify my problem. 1 send it in for repair and get a refurbished replacement. Or 2 upgrade at an additional cost to the Glowforge pro hd. When I chose the refurbished replacement they told me it would take up to 6 months to get one due to the fact they are moving from Mexico to the United States. Flat out refusing to entertain a new unit since they can’t get me a refurbished one!

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The warranty also states refund. I would press for that in writing to their Customer Service person stating that waiting 6 months for a refurbished unit is not honoring the warranty. Ask for a new unit or the refund. Here are the folks that can say “yes” to your replacement: About Us - Meet the team. We're making stuff that makes stuff.

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I’ve tried 3 times to get a supervisor to talk to me or call me back. They have not responded! The customer service told me they could see the logs for my machine and can tell it has not been used very much. But they refuse to tell me how many hours are logged. Glowforge has lost any future business from me for sure! And if anyone ask I will tell them to avoid glowforge like the plague!

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I did send a lengthy email demanding either a refurbished pro, new pro, or a full refund! They have yet to respond

Since you want us to share… My replacement experience was extremely positive. Relatively quick and couldn’t even tell it was a refurb unit. Of course, they weren’t moving countries at the time, so…

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I feel your pain. I had both of my Pros dies this week, 48 hours apart, for totally different reasons. I was not even offered a 6 month wait refurb option at all, which I asked for.

My oroginal Pro had a failed motor in month 13, the replacement refurb laser had the lid come off in month 4, third returb arrived electrically dead out of the box, fourth refurb had massive overheating problem out of the box, and at this point I bought a second one as a back up so I could keep my Etsy going. That one worked great for 10 months until the tube lost power Tuesday. My other Pro has camera failure despite all the cables being swapped out for new. So being completely backed into a corner (because I have Etsy orders open to fill) I went with the upgrade into HD option, because it felt like the only option amidst the factory move from Mexico. There isn’t enough time to fuss with 3rd party repairs with wiregrass and a refurb option was not offered to me even though I begged. So the HDs I have on the way will be number 6 & 7 for me I right before my third year anniversary of becoming a GFer…it is just absolutely wild to me the situation they have put me in, when I’ve done everything right with them (only been inmy living room with perfect humidity levels, air conditioning, in optimal conditions and zero explanation for so much failure). But at the end of the day, I love the product (when they are working properly) and I have hope that my fate may be different with the HDs. I have learned so much about the care, feeding, and coddling of these sensitive sensitive machines throughout all these failure refurbs I’ve had and can now clean slate start off on the best foot. I hate to give them even a penny more of my money, but if I don’t- I lose my income I bring in with these.

I did see after the purchase of my upgrade they are now offering 3rd party extended warranty options you can buy for 3-5 years after the manufacturer warranty ends- so this is intriguing to me considering that every single one that has come through my home has died within one month of my manufacturers warranty lol- it’s almost like they plan it that way haha! :wink:

So all this to say friend, is chin up- this sucks and you’re not alone. I’m sorry for the stress we’ve been experiencing with warranty blues. Crummy timing for them to break during a factory transition.

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Damn bro I hate this for you. They did finally come thru and get me a refurbished unit. It should be here Monday. But I am not going to keep throwing money at glowforge. I upgraded to the xtool P2 and glad I did! It’s faster, quieter, more versatile and with their current sale was cheaper that the plus and came with a rotary, auto feed conveyor, filter, and the base riser! Good luck man I hope the HDs work out for you!

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Oh I am so glad to hear that for you. Make sure you use the refurb A LOT the first few days to make sure it’s sound- out of 4 refurbs I have been sent, only one of them was fully functional. I forgot too that the 3rd one had a bad printer head and they had to send me just that part, and then after that they sent me a scratched used lens. and the refurb I got with the overheating problem ended up from being from they way they cleaned the fan during the restoration, where the fan cleaner electronic spray settled down in the heat sink’s grooves like a thick glue. I was only ever able to solve the overheating problem by removing the left glass panel and alcohol deep cleaning inside the heat sink (even though it all looked “clean” from photos from support’s perspective).

That’s awesome you’re happy with the X tool. After I move from my current living situation, I’m definitely switching to a more industrial and reliable laser- but that’s just not an option now with my space.

May the force be with us, this holiday making season haha!

it seems to be they are getting a bit lax in the refurb process. :frowning:

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Apparently they have run short of referbs. I understood that they were moving the factory/shop and thus are short for the time being.

Yes, it was not presented to me as an option at all. Which is why I ended up having to pull the trigger on new ones, sigh! I have both the HDs up and running as of today, so we will see if my cursed GF bad luck follows haha.

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