You’re likely missing the fact that Glowforge probably makes less profit on a $4000 machine than Sony is on a $300 PlayStation.
Plus we’ve had PlayStations and XBoxes for over a decade and never had to call support.
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I am not saying they are as big as Sony. I am saying their support is horrible in comparison to a horrible support team in Sony, a much large company that supports 100+ million more users. I have had a Glowforge for I believe 3 years now and the support has been horrible the entire time. I would imagine if they made a more reliable product they wouldnt be so backed up with support tickets. I manage IT support for a healthcare system of 60K employees and we average less than 2 hour response time and 24 hour resolve time and if we took 7 days to respond a lot of people would be fired.
I’d say your expectations are unrealistic.
If you want major corporation, business-quality support, buy a laser from one of those companies.
You bought a home, casual-use crafting hobby machine. Support is what it is.
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A 24 hour response time is unrealistic? I am not asking for them to get back with me right away. Maybe pick up the phone and call instead of sending an email and having the person wait for 3 or 4 days for the company to respond again.
11 days was how long it took to hear back for the last time I had a simple account-related question.
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In my opinion that is unprofessional on their part. We work with a small start up company called RQI for CPR training and it involves a cart that the end users have to do skills on. Their carts break often or their learning platform breaks. My healthcare system along with around 12 others are utilizing them and its about 500,000 total users and they have a response time of 24 hours. I think personally that is too long, but since they are a small company with less than 60 employees I get it. Glowforge has way more employees and probably less end users and they still dont come close to the same customer service.
I’m not defending their actions. I’m clarifying the reality.
I accept it based on the budget price I paid.
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