I have had my glowforge pro since September 2019.
Never any issues, its cleaned regularly, and we live in a warm climate where it doesnt typically get under 40 degrees.
I had taken a two week break and went to turn my laser on. We had a few power outages from storms but that had never caused issue before however the day i turned my laser on to run an engrave project, it started fine but then the fan kicked off, back on, and then a bright light shown through my laser head onto the workspace from the black laser head. My laser wouldnt stop when i opened the top for the emergency shut off method. When i did the gift of good measure test run for support it stopped running and threw an amber light on the push to start button and gave me a “bumped” error. The laser is super clean, all mirrors and lenses checked etc.
after a week of back and forth and multiple people on an email thread, they said:
**I sincerely apologize for the delay in response, but I appreciate you taking the time to work through the instructions my colleague David provided, and for sending over all of these amazing details. I’ve extracted the log files from your Glowforge to review your most recent prints and connections, and compared it with the information you’ve sent over. *
After reviewing all the information about your Glowforge, we’ve determined that your printer needs a repair, as it has a problem that we can’t solve remotely. Unfortunately, that can take a long time. Fortunately, we have a better solution."
Feb 15, 2021, 3:42 PM PST
I sincerely apologize for the delay in response, but I appreciate you taking the time to work through the instructions my colleague David provided, and for sending over all of these amazing details. I’ve extracted the log files from your Glowforge to review your most recent prints and connections, and compared it with the information you’ve sent over.
After reviewing all the information about your Glowforge, we’ve determined that your printer needs a repair, as it has a problem that we can’t solve remotely. Unfortunately, that can take a long time. Fortunately, we have a better solution.
A speedy solution
Rather than waiting for repairs, we’d like to send you a newly refurbished Glowforge as soon as possible for just the cost of what the repair would have been.
Why the free upgrade?
We are upgrading to an expanded repair facility. That transition will take a while, and so rather than make you wait, we’re providing newly refurbished replacement printers.
Our main goal is taking care of you with a Glowforge that you can use and enjoy as soon as possible.
With the refurbished printer, you’ll get
*** Back to printing quickly – I’ll put in the order for your replacement printer as soon as you say “yes, please,” so you can get back to printing your designs.**
*** Inspected and tested for quality and function – Your Glowforge will pass the same tests that a brand-new printer passes to make sure that it will print well and live up to your needs and expectations. Our technicians take lightly used printers and replace worn parts, perform a 36-point quality inspection, and do full diagnostic testing to confirm complete functionality.**
*** Great value - Refurbished printers cost more than this repair. If that sounds like a really good deal, and that it must be expensive for us, you’re right, but we think you’re worth it!**
*** 90-day guarantee - You’ll get a 90-day guarantee on your new printer.**
How much does it cost?
I’ve inspected all the information and error messages that we have about your Glowforge and it appears that there’s an issue in the Printer Head system. Repairing this requires systems diagnostics, disassembly, testing, parts replacement, quality verification, and labor, and costs typically range from $788 to $1299, plus shipping. To get the replacement printer, we’ll invoice you the estimated repair cost, plus round-trip shipping - and I’m able to discount the shipping charges by half.
Summary of costs
*** Newly refurbished Glowforge: $788 (based on the estimated cost for repair of your current printer)**
*** Shipping for the replacement printer to you, and your original Glowforge back to us: $200 (discounted from the standard $498).**
*** Taxes will be added to both shipping and the replacement cost."**
So it has been 2 weeks since my payment posted, i have had no further correspondence with support, no update, no tracking, no error report to explain why im having these issue, just a vague “its your printer head” which doesnt seem like it should cost that much or seem necessary to send a referb laser when i know my laser is like new with no previous owner. I have since seen numerous cases being posted on multiple glowforge groups with similar problems which leads me to theorize that perhaps they arent being entirely honest with me. A friend was quoted $300 plus shipping for the same sort of laser head problem I wondered if anyone else has seen this sort of error on a seemingly perfect machine or can add insight as to why were being charged for what they guess is the problem but also being told i wouldnt be refunded if it was something simple like a new cord or ribbon. It isnt easy to just spend a grand especially when i am not privy to an error report?