Hoping that this posting will help to get my issue resolving. I have an existing case open with support but response times are so slow - CURRENTLY ON DAY 4 and it’s not a new issue. We have identified that my machine has an issue. A representative ordered a replacement lens on March 5. It didn’t arrive until March 29!!! I had to contact Glowforge after a couple weeks to ask what was going on and why it was taking so long. I install the new lens hoping that my issues will be solved but on my FIRST cut there is an issue on Proofgrade material; the cut did not go all the way through.
CLEARLY I need a replacement machine or a refund at this point. I run a business with this machine and I lose money due to wasted materials that aren’t cutting through and time waiting for it to focus and calibrate.
If a manager could be assigned to my case or if someone could CALL ME I would be delighted.
When the product works it is lovely but the customer service is sadly very lacking.