Glowforge does not Fix your machines or filters- they "replace them" - Not environmentally friendly and making mad money off of you!

Community Support
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Hey Everyone,

I’ve owned a glowforge PRO & Filter since 2016. When I encountered my first issue with it, glowforge was quick to respond with troubleshooting. When I got to a problem that I couldn’t fix, they encouraged me to ship it back so they can “fix” it. This was back in 2016-2018.

When I received it back, it looked like a brand new machine. I chatted with some friends that were glowforge ambassadors and they said, “no no they probably fixed and cleaned yours and sent it back.” Still, I believed that they just shipped me a new one. I didn’t think much about it after that.

Last week, My air filter turned off. Just literally stopped working mid print. Again, I followed proper procedure emailing and calling support after performing all troubleshooting listed in these forums and in the user manual. It still does not work. 7 days go by and I had to call them back because they did not return my phone call. I finally got to talk to a person and this is what they said:

“Your filter is out of warranty so you’ll need to buy a new one.” I asked, “can’t I just send mine in, y’all fix it and ship it back to me? I’m happy to pay for the repairs on it since it’s out of warranty” . She said “no” insisting that that is not company policy. After bringing up that I was disappointed in that response I was put on hold again. When they returned on the line, I was told “we’ll ship you a new one for $495 + shipping ($150) and taxes and you can ship back your old one.”

Now here’s where it starts getting good. I asked, “why do I need to ship mine back if you don’t fix them?” and I never got a straight answer. so I asked a different question – “how are you able to sell me one for $495 if they are originally $1295?” That’s quite a discount! Once again, no response.

You might be thinking, “well what’s wrong with that? You’re getting a massive discount and a new filter, stop complaining!”

Here’s the issue: It’s two-fold.

  1. From my conversation with the representative I talked on the phone, if was under warranty, they still would not fix and send back my filter, they would ship me a new one. This would lead to a logical conclusion that they have a massive pit in which they discard “broken” machines. That is NOT environmentally sustainable. That is irresponsible of a company in today’s world where pretty much everyone is aware that waste, in all industries, is something that they HAVE to be aware of and take action on.
  2. Clearly I doubt that they have a pit of old machines. Which leads me to the next logical conclusion that they ship you a “new” one, and fix the old one and resell it. Awesome, that’s a great model. but wait!! Have you ever seen a “refurbished” machine listed for sale on their website? I haven’t.

So, they are fixing old machines and selling them for new? How is that ethical? Doesn’t that put the consumer at risk? It would be one thing to KNOW that the machine you bought was refurbished so you know that it has a higher propensity of breaking again and quicker. This does not seem like a smart business model or true customer support.

In short, you probably have no idea if the machines you buy from them are in fact new, or refurbished, and if you are concerned about environmental sustainability, just know that IF they are, they are profiting mad money off of you.

Although they offered to replace mine at an incredible discount, there’s no way they are selling it below cost, which proves that the profit margins they make on these machines are absolutely cringeworthy.
I am very disappointed in Glowforge’s business model, practices, and support.
You can’t call it new if it’s not.
You can’t tell me you’re fixing mine and just ship me a “new” one.
You shouldn’t make me buy a new machine (even at discount) when I KNOW that it can be fixed.

Like I said, I’m happy to pay for shipping and for the repair work on it. But we all know that they won’t make as much money with that business model. It’s unethical and wrong. I’m most likely going to try and fix it myself and if/when these machines break again, I will be purchasing from a different company that offers true support and a business model to match that cares about the environment and ethics.

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I am a little disappointed that you have owned your Glowforge since the pre-release units were shipped and yet you have only recently joined the forum.

There have been lively discussions for the past 8+ years (presale orders began September 2015) discussing how repairs are handled. There was a brief time when owners could send their machine for repair and receive it back. That has not been possible for quite some time and instead refurbished machines are sent out as replacements. Refurbished machines are not presented to the consumer as new machines. There are tons of refurbished machines for sale, but not by Glowforge. An entire cottage industry sprang up getting “new” refurbished machines that consumers purchased for a discount that are then sold for profit.

I believe Glowforge has high ethical standards. Repairing machines rather than “junking” them is absolutely better for the environment. I don’t believe you are well informed about what is happening with Glowforges needing repair. Also, in a recent announcement, Glowforge supplied the contact information of an individual whose business is Glowforge repair. You can contact him and send him your Glowforge for repair.

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Agree with @dklgood. I also think a quick forum will show you that plenty of people have knowingly been offered/received refurbished machines.

Also, FWIW, refurbished machines are often MORE reliable than new machines - and this is not unique to Glowforge.

I am not sure why you were told you were getting a new filter, but it could be any number of reasons - perhaps they don’t have any refurbs handy, perhaps the customer service rep misspoke - it’s not necessary as dramatic or nefarious as you make it out to be.

In the end, you’re entitled to your opinion of GF’s practices. I’d just make sure you actually know what they are.

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Agree also here. If you had been just reading you would be understanding so much more. If you sent in a machine and they “fixed” it and sent it back it might take months, so they take one already in top shape and send that, while repairing yours and sending it on. I have had two replacements in the six or so years, one under warranty, and the other several years later, and I could not distinguish them from new except they had the original cases with the honeycomb exhaust and not the later varieties.
Doing this they are kept out of dumps and thus very environmentally friendly.

Normally, if your filter filled up you would replace it. I am not fond of the system as it is replace all or nothing and the HEPA part is very expensive. Before they had one I bought a commercial one with 4 filters that each one could be replaced at need. The HEPA on mine is $250 but the others are more like $10 so they get replaced more often. Just the Glowforge filter part is $250 and the regular price of the whole kit is $1300 so a refurb for $450b with a new filter is a very good deal.

It is their environmental efficiency that they can provide you with a refurb for so much less than new. First you are sending in all the parts that are working correctly with only the bad parts to be replaced, so none of those need to be purchased new. They have been doing the repairs at net zero costs for out-of-warranty things (go try that with your dead Keruig! We have three of them all unrepairable!).

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I saw @dan throwing broken Glowforges into a pit and I saw one of the Glowforges and the Glowforge looked at me.

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Sort of like…

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That is classic but I was thinking this Simpsons moment!

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Hello there I work for Wiregrass Technologies in Dothan AL and I know for a fact that the machines are packed and shipped to a holding facility for either repair or strip for reclaimed parts. They are catalog by model and serial number. Wiregrass Technologies is a preferred partner with Glowforge but totally separate companies. We are allow by Glowforge to buy these units for parts and repairs. We are NOT allowed to sell them either as refurbished or new. Working with the guys at Glowforge has been an great experience. Dan Robison Wiregrass Technologies

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Thank you for clarifying this issue. We are grateful that your business is an available resource.

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