Hey everyone! I got the original Glowforge through the Kickstarter. It served me well for many years but then the camera issue popped up.
I changed the cable and I thought I was going to have to go through back and forth with Glowforge customer service about getting it to work or I’m just stuck with a 80 lb paper weight.
Turns out their customer service is pretty solid now! You do have to be a little bit patient but they have a system. What wound up happening is that I bought the new cable on my own, installed it and showed proof of the connectors being connected. After that they came back and communicated that there’s nothing more than I can do and I could get a replacement glowforge if I paid what I would assume is the base cost of one? So for 1200 bucks they gave me a label, I send back my paper weight and got a new machine. Keep in mind I kept my original box and packaging all these years. I will say that I did have to send a reminder to the service representative to make sure everything was moving forward. But otherwise, they’re very compliant and easy to work with. Just be patient and treat them nice!
When I tried to research the problem, there were a lot of forum posts about people’s disappointment or trouble that they had getting a hold of customer service. I’m hoping to add this thread so that when people do research they get some good news.