So I received my laser about a month ago, got about 10 prints in before I noticed one of the wheels of the laser head carriage was worn away and wobbling, causing every print and engraving I had to turn out terribly
So I send a note to Glowforge, and what do they do?!?
-They respond to my email immediately, sincerely apologizing
-They don’t make me ship back something I have been waiting 2 years for
-They ship a new part immediately, making sure it arrives before christmas
-They give me very easy-to-follow instructions on how to replace the broken part
-Then they have the audacity to tell me I don’t need tools and that the replacement will take 5 minutes.
-The replacement took 2 minutes and it prints perfectly. About 7 days from when I told them about the issue to when i was printing again. RIDICULOUS
You’ve given me nothing to complain about and I am very disappointed. Your customer service is fantastic, and the build quality of the machine makes it a dream to work with. Ridiculous. I expected less from you. Try harder to be a terrible startup next time.
I’m sorry to hear you haven’t had so much trouble. I’ve run into the same thing with my Glowforge. Every time I turn around they’re making improvements and responding quickly to issues. It’s some way to run a company, I’ll tell ya. Good news is, things can only get worse.
I concur with your assessment. Customer service has been fantastic. They replaced my GF due to an issue with the back panel coming loose and vibrating loudly during operation. The experience was pretty much as good as it could have been.
I also love the participation here on the forums. What other company has a CEO who regularly reads and responds on customer forums?
I have a very high bar when it comes to recommending products, but I find myself enthusiastically recommending GF to my coworkers, family, and friends. The product is not perfect, but I have confidence in the company and believe they will stand behind it and continue to make incremental improvements. I am really looking forward to the day when volumes have driven the cost down so that many more people can have a laser in their home.