Glowforge - your support is quite disappointing

Community Support
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I have been a GF supporter since the beginning. Since then I have owned 4 separate GF from basic to pro models.

Currently my Pro is at its last life as it is stuck on focusing. After numerous e-mails back and ofrth of same templated answers from support, support (Ram) has suggested that I purchase a new laser head as it is not focusing.

The laser head is not cheap at 566.43 plus taxes, and on top of it, there is a $119 US shipping cost. I am not sure why the shipping is $119 when they can ship me a laser machine on a crate for free from other companies? After the total would be close to $1000 Canadian for a laser head.

Since the solution isn’t a guaranteed solution, why would anyone spend this much money on a “maybe” solution? I asked the support that if the laser head is not the culprit, would I get a refund, he said, “yes.” but of course not the hefty shipping cost.

So instead, I asked my friend to borrow his laser head to see, as this would be any reasonable person’s thoughtprocess. After finding out that it wasn’t the laser head, I sent support another email saying it’s not the culprit. But instead of helping me out, he asked where I got my laser head from and where my proof of purchase was. So basically in order to get help, I’d have to buy something from GF.

“Thank you for reaching out and letting us know about the issue you’re experiencing.

I see that you mentioned trying a new laser head, but I’d like to confirm—did you purchase the replacement print head from us through the offer we extended? From our records, it looks like the offer hasn’t been accepted yet.

Additionally, could you please let us know where you purchased your printer and send us a copy of your proof of payment? Once we have that information, we can move forward with the next steps to better assist you.

Looking forward to your response.”

Every response takes over a day to get a reply, but when I asked for the invoice and questions of payment, the e-mail replies were almost immediate.

Goodbye GF

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Glowforge doesn’t monitor this forum. It’s just other users here, like you. If you want to communicate to Glowforge, you’ll have to try another method.

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I am not looking for GF to monitor this. I want people to know how terrible they are

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I don’t see that in the email you’re quoting.

An outsourced CSR is confused as to how you tried a new laser head without buying one from the only place that sells them. You could just be making it up to try to skip this part of the diagnostic process. “Customers lie” is something anyone working in customer service learns on day one. Did you explain?

That sounds like a CSR verifying the warranty status of your machine?

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Cool. Assume the worst from customers. Great point!

The warranty status has already been verified with my serial number. The proof of payment is NOT for the machine but for the laser head. There is nowhere in the email that is providing the support unless I purchase the laser head.

Any useful customer support would try to trouble shoot with you that in the case that another laser head was used and it is still not working, here’s step 2 3 or 4. Not show me that you purchased this then i will help you.

That in my understanding is… yes you need to buy something before i help you.

Nice try bud. But no

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Your message is written TO Glowforge.

If you want to reach Glowforge, please do so.

Otherwise it’s like walking into the grocery store where people are busy getting groceries and telling them that the store sucks. It’s not very effective.

I wish you luck in your endeavors.

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Why?

It’s not a troll, it’s a real question.

Then add why here? You’re speaking to people who already bought into the ecosystem so it’s not like you’re warning us off; that ship has sailed.

So what are you hoping to get out of this and how do you think your fellow users can assist you in it? Is it reasonable to ask us for whatever that is?

Anyway if you go through that thought process and still have something you need that we can help with, please let us know.

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