It’s been over a week now since Monday Sept 8 and I have wrote in to support twice, called and left two messages on the support line, which is always only ever a voicemail and never a human. Still no reply from Glowforge about my 3rd replacement units laser not firing. Does anyone know how to actually get ahold of someone? Any insight on a Pro laser never coming on. I’ve done all the troubleshooting they suggest, cleaning the laser glass, making sure the tray is in correct, making sure the unit it even etc and it doesn’t work. I’ve had this same issue with the last two units they’ve sent and at this point although I’m under warranty I don’t think the company will even attempt to return my calls or replace this and am Now out 6k and have only made two things. So much for making your money back. I’d love any help because I’m at a loss here and so devastated with how this company has handled this…if I can even say that because they are now MIA
You already know that you had a Glowforge staff member reach out to you directly and that they’re looking into getting your case pushed forward. I don’t know why you keep making new topics that are essentially the same thing when you’ve already gotten the result you’re going for.
I respect the fact that my continued posts are frustrating to you, I would hope that you could understand how very frustrating it is for me to have a $6000 piece of machinery in my house that I have yet to be able to use, even after three replacement models have been sent to me and I’ve had to set them up test them repack them and lug the thing to FedEx, then wait a month to get another one delivered only to experience the same thing again. Yes, the staff member told me that they were forwarding it to the customer care team, but those are just words at this point. After months of back and forth with this company and its customer service teams, I now expect to see action or receive an email saying it was brought to support’s attention and it will be looked at. If my posts continue to frustrate you, please just skip reading them. I have not “already gotten the result I am going for” as I am going for getting my 6k piece or machinery to actually work so I can make a single item. It’s been 6 months of continued issues and lack of communication. How would you handle this?
It’s not frustrating to me, it just seems to be kind of pointless. Glowforge staff doesn’t read this forum, and Brandon’s attention was not guaranteed.
You’ve already got two other threads going about it, there’s no reason to keep making new ones. If you have more to say to Glowforge I would respond directly to Brandon‘s post to make sure that he sees it.
We collectively have many years of dealing with Glowforge support here. There’s good and bad, but one thing that’s pretty consistent is that once you get their attention they usually do what’s right with good communication — even if it’s sometimes slower than you’d like. You asked what I’d do? I’d be patient for a day or two because Brandon’s on it.
What I wouldn’t I do? I wouldn’t keep spinning my wheels cresting new threads on the forum where there are pretty much only other Glowforge users like yourself reading.
We can’t help you, but Brandon and his coworkers can. I’d stick to that thread. I hope you understand that I sympathize entirely with you. I’ve had my struggles with Glowforge support as well, but the only thing that worked was sticking to the official communication channels like calling support or emailing them and being patient.
I have had the best luck communicating with the support folks through email. They have been very responsive to all of my emails and have always helped me. Best of luck to you.
I appreciate the insight and would have preferred you said this upfront. I am not an active member here and do not know the ins and our of how the forum works or who reads what etc. I am simply just trying every single desperate thing I can at this point to try to get someone’s eyes on this because I am at my wits end here. I have been patient with Glowforge for months and months now and continue to hit walls and dead ends to the point now where they don’t pick up the support lines at all and returned calls haven’t taken place in weeks. I apologize for the desperation and repeated threads here. But again, appreciate the insight. Glowforge itself said if you need help go to the support page, which is why I am here along with trying everything else I can think of to get some help with my glowforge. I will now run with Brandon ( who I mean you talk about him like he’s a pal…. I don’t know any of this. I am just a customer trying to get help with this)
I’m happy to hear you’ve had success. I have called them daily now for two weeks with no success. Fingers crossed that someday I can be creating with my machine like all you fine folk.
Not to speak for him, but Brandon is the community manager here and on the discord server. He’s a really good communicator and has shown many times that he genuinely cares about customer service. You’re in good hands.
Good luck, I hope they get you fast tracked.
Hi @lydiajeanart I just replied to the main thread regarding the laser trouble occurring, and finally able to reach one of the Customer Care team members on the phone.
@evansd2 kindly included correct information about my role, and my genuine care for helping customers. I’ve also been a customer, which drives me to do what I can to help a fellow Glowforge owner in need. Part of that includes streamlining communications to reach the needed team, so I’d like to close out this thread and continue to communicate through the main thread at https://community.glowforge.com/t/3rd-replacement-and-laser-went-out-again-company-wont-reply-or-return-calls/140653/10