I have a ~6 year old Glowforge Plus, and I went to use it this week and the laser won’t fire. It moves normally, there is no visible damage, but the laser tube does not light up. I contacted support on Thursday, but haven’t had a response yet – does Glowforge not have a support team anymore?
Through another post, I saw a reference to Wiregrass, so I will reach out to them. Anyone have an recommendations for getting Glowforge to respond?
Thanks!
This is a community of owners only. Glowforge support staff does not monitor the forum. If you have emailed support, you should have received at least an auto reply. They also have telephone support.
What you describe is probably either the power supply or a short of the red wire (high voltage wire). Glowforge support will not address either issue, but may offer a discounted refurbished machine.
The folks at Wiregrass are authorized to offer repairs by Glowforge and are top notch!
So apparently support DID respond, but it went to my spam folder…and search wasn’t showing it. I should have checked - that’s on me.
And yes, I realize this is community support - just a group of owners. The question was more around others experience with support and anything others have found that are easy to repair when the laser isn’t firing. Obviously I cannot replace the tube (though I’m tempted to try 
). I was shocked that I didn’t get a response from support – that’s not what I’m used to. Now seeing that it was on my end, I feel a little sheepish!