I was told that a needed a refurbished Pro machine. Paid for it on the 15th. Haven’t received any word from GF. I have been emailing support for days and still can not get an answer on when my machine will be sent. I am so tired of the bot replies. Hoping support will see this post. Invoice #G3572789406
Hello
I had the same problem I ordered my refurbished one on the 27 of Aug. was told last Friday it would be at least another two weeks.
I was told I could wait or upgrade and get 40% off so I went that route. 3-5 days for shipping.
Best of luck
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Support does not actively participate here, although occasionally some do. This forum is for suggestions from the community.
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It seems that once support does reply they close the thread so that no one else can talk bad about Glowforge. I’ve had my glowforge pro since January 27th of 2024 and it is now broke down. Here’s the email they sent to me! Keep in mind they told me on the phone that there is a high demand for refurbished machines and it could take 6 months to receive one! My machine is under warranty with maybe a couple hundred small prints logged! The laser just stopped firing all together yesterday!
Marissa (Glowforge)
Oct 16, 2024, 10:36 AM PDT
Hi James,
Thanks for working with me on this issue. After consulting with the team, I’ve determined we can’t fix this outside of a repair facility where we can fully analyze the issue, repair components, and use our test equipment to recalibrate it.
Fortunately, your Glowforge comes with an amazing warranty. We’re going to have you back up and running as quickly as we can! I’ve got two options for you.
First, you can send your unit to us for repair. Since it takes months for the repair to finish, we’ll get you a refurbished replacement. That’s a unit that’s already been tested and returned to perfect working condition at our factory. We’ll also issue prepaid shipping labels to make it free and easy. Your printer will still be covered by your original warranty. If there’s less than 90 days left on the original warranty, we’ll extend it to 90 days.
I looked at your account and I have a second option as well. Instead of sending you a refurbished replacement, we can send you a new Glowforge Pro HD. If you’d like to do this, you’ll send us your printer and we’ll credit 75% of your original purchase price towards the brand-new printer. We’ll cover shipping.
For example, if you originally purchased your Glowforge for $6,995, you can receive up to $5,246.00 in credit towards a Pro HD! The exact discount available will depend on your original purchase price.
The new Glowforge HD models deliver cutting-edge optics, unmatched speed, and amazing features like Preview Mode. This is a brand-new machine with a full new warranty, and financing options are available. We’ll still cover the cost of returning your original printer as a part of this upgrade exchange.
I hope this information helps. Please let us know how you would like to proceed and I will put next steps into action!
Thanks again for getting in touch! Please reply here if you need anything else. Your reference number for this ticket is
Best,
Marissa
Glowforge Customer Care
855-338-2122
support.glowforge.com
Monday - Friday 8am - 3pm PST
Saturday - Sunday 10am - 3pm PST
(Any advice is not intended to replace or contradict the user manual. For safe operation of your Glowforge, always follow the instructions in the Glowforge Manual.)
Hello
That is exactly what happened to me. The power wire shorted out and after waiting 30 plus days support called and gave me the same options.
I opted for the new HD model and so far I love it.
Best of luck
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