Glowforge Pro did not work, then the other one came with the plastic rollers broken

Community Support
1

Hi,
I bought a Glowforge PRO three weeks ago and when it came it did not work, it was stucked on scanning then on centering making some noises.
I contacted support and they sent me another one, the one that came it was not new. it has some scratches and after the first print the plastic rollers failed and I saw they are broken. Also the arms were moving on each side.

I have been waiting for more than 48 hours to try to solve my problem and I have not gotten any reply from support, I want to see if there is a better help here.

the second box came without some parts as well:
Please see the photo attached.

-the box came without some holders,

-the red strip in one side was missing

-the left knob was also missing

-no power cable

I have some clients waiting for some work and I cannot be waiting so much time.
Thanks!

2

The power cord is shipped with the crumb tray, you would have kept that when you sent in the other machine.

3

Yes I did. I have the cord and the other parts.
The problem now is with the rollers.

Thanks!

4

I’m incredibly sorry to hear about the trouble with your replacement Glowforge. I’ve just followed up to your email with the next steps to send you a replacement part.

We’re going to continue working on this there, so I’m going to close this post.