Hi all, is anyone able to help?
Can anyone advise my best course of action with Glowforge as I am UK based and not able to speak to anyone UK time.
My Pro had been playing up - after multiple emails and test cuts they said I need a new laser head
I paid for this the machine is out of warranty
That didn’t fix the problem
Now they say I need a new machine, which will be a replacement at a discount
However I don’t want another machine.
I just want my refund on the laser head.
They have ignored me for a week.
And they are now saying:
They will take the price of the laser head off the replacement machine - instead of refunding me the original price I paid for the laser head.
I simply don’t want another machine, can’t afford it and I have another 2 machines that work.
I am sure I should be entitled to refund on the laser head, which I’m happy to return
I’ve asked 3 times for them to send the returns label so they can action the refund
But they are just ignoring my message and pushing the replacement machine
My latest email as of 30/01/25 is that my issue is being escalated, but there is nothing to escalate, I just want a refund.
Help - this has been going on since before Christmas.
What would be the next best course of action, has anyone successful received a refund?
I’m sorry that your first visit here is for a problem…I know it’s frustrating. Unfortunately, none of us here can help…we’re just other users like yourself. I actually don’t know if they refund for parts like that. I know I’ve read where others had to try that as a fix before, but never anything about getting a refund when it didn’t solve the problem. Did it state somewhere that you can get a refund…or are you just assuming that you can?
If your refund request has been escalated, then I suggest you just wait to hear back about it then. I imagine that it’s the question about whether you’re entitled to a refund that’s been escalated…so, not about nothing.
Best of luck and sorry for your misfortune.
That’s not necessarily required. If GF said to get a new head to fix the original problem and it doesn’t, then they should refund it. At the very least, it’s the morally correct thing to do.
What complicates this is the O.P. being in the UK. There are specific warranty and return rights that they & other Europeans have as a matter of law. They are very consumer friendly regulations compared to our own. GF’s selling into that market obligates them as a result.
While it’s a good idea to wait (a reasonable amount of time) for them to come back with an answer, if they delay too long the O.P. might run out of time to do a charge back on their credit card.
Does it though? Maybe it should, and since they have(had?) a distributor sure, and I agree it’d be the morally right thing to do. Im not sure that simply selling into another country obligates them to said countries laws unless there are trade agreements that would grant such.
But again, personally think they should. Anything less feels scummy. One of those situations where it may be better to just write off the head as return shipping would likely be cost prohibitive.
I used to run an eBay store that sold electronics, sometimes into other countries(boy is that a headache). Many people disallow returns. But people lie and eBay forces returns. Solution: allow returns at buyers expense. People are less likely to scam returns if it costs them money. And sometimes it’s an honest mistake and it’s easier to just eat it than quibble over it.
Likely why there’s an escalation. It’s not a simple return(cost) and rumor says support is not in house anymore so it maybe outside normal script followers scope of authority.
When they first started selling into the EU there was quite a bit of discussion here by customers over there when they realized what kind of warranty and return policies GF had vs what is dictated by EU law. No trade agreements specific to those laws were required. Something like you do business here, you obey our laws or we’ll just stop anything from you at customs. Not sure if they still apply to the UK though since Brexit. But the noise from European buyers went away almost overnight so I expect GF is following the law. At least when called out by the buyer. They may have the same question as to whether the UK still has special treatment now.
If they decide no, then I’d do a charge back on my credit card and move on, never buying anything from GF again.