On November 10, 2019, I posted on this forum about a problem I was having with my Plus. After working with Marc, it was determined that my unit was defective and needed to be returned. My forum post was closed and Marc sent me an email with further instructions. I have responded to subsequent emails from Michael and most recently Ryan, however I haven’t heard anything from Support since Tuesday (the last email I received was from Ryan). I sent an additional email trying to follow-up yesterday, however I have yet to receive a response. I have posted on the Glowforge Facebook page looking for assistance, however my post was deleted with no response.
I realize that I am a very small fish in a very large pond, but how does one get someone from support to respond to emails in a timely manner? I am trying to be patient, however as I said, this has been going on since November 10 when I first posted here about my problem. I realize that there are more than likely MANY other service requests being handled by Support, but not hearing from someone (or one of the several people I have communicated with so far) is extremely frustrating; especially after spending close to $4,000.00 on something that I have had for a total of 21 days and it is now defective.
I would really like to put this issue behind me, but I am not sure how to go about getting someone to respond or otherwise follow-up with anyone.
My apologies for the rant. Once again, I realize I am not the only one that needs help, but all I am asking is for someone to respond to my service request so this can finally be resolved.
Any help that someone from Support (or Marc, Michael, or Ryan) could offer would be very much appreciated.
Service Request ID #165840