Just spend 1,5 hours aon support trying to revive my Aura, To no avail, she is DEAD! Its still in warranty, Thank Goodness! Anyone have experience having to return for replacement and have knowledge of timeframe as to when replacement will arrive?
I had to return my very first 
(for an issue that turned out to be me, not it - gah!) and they sent out the shipping sticker very quickly. I honestly think they got the replacement in the box before they got mine back - but it was in the early days so they were smaller and it may just have had a faster turnaround.
Based on other people here you’re likely looking at a couple weeks max now that you’ve already gotten through the “is it broken” stage. It depends mostly on whether they have any in stock!
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Thank you so much for your response. They had me take a video of the issue and two photos of machine packed up for shipment. I saved EVERYTHING !
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I don’t know the timeline but I have been here a long time and I have never seen anyone with a warranty issue get hosed. They will take good care of you.
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I’ve been having major issues with my Aura last week, of course on the weekend. I reached out to the support team online and I have been messaging back and forth, after sending many photos and videos there is still no resolution or replacement.
I’ve had it up to here with this “support”. From everyones experience, is calling easier to get things resolved and a replacement? If so I can make time during my work lunch tomorrow to call.
Since you have been messaging back and forth I am not certain that calling would work very well. You are already in contact with someone and have a support ticket open. I guess it wouldn’t hurt to call as well, but it might just start you down another path.
What major issues are you having? How old is your Aura?
That’s what I’m afraid of, starting down a new path, getting the same questions and the same run around.
Machine is 6 months old. Last Saturday it cut a few small projects successfully and when doing the next I noticed a noise then I noticed even though the cut was counting down on the computer the head wasn’t moving, it seemed stuck so I unplugged it to reset it. Once plugged back in, other items on the same strip are getting electricity yet the aura wouldn’t turn on. I tried another outlet with no luck, no power.
Monday I tested turning it on and it finally turned on yet it was making a loud noise, which is not normal for my machine. So I sent the video to support and they said it was a normal noise and to provide a video with louder noise/volume.
They requested photos of the laser head, after I sent those they requested I clean it, I did. I sent photos of laser head clean, a video of the same noise/issue and a screen shot that it’s still not connecting. The response I got was the same earlier request for photos of the laser head.
After this second request for the same photos I’m starting to wonder if I’m working with a bot and not with a person. Since I just sent the cleaned photos and there is a lack of concern and no emotion in the emails, very canned response. My requests for the next steps needed to get a replacement have gone unanswered.
I may be difficult at times but this situation has been very upsetting to me and the lack of concern, care is really not helping me like glowforge right now.
Feel free to reach out to support directly at support@glowforge.com. Phone support is available Monday - Friday 8am - 3pm PST and Saturday and Sunday 10am-3pm PST at +1-855-338-2122.
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