Having provided support for end users (with their phones, computers, email, internet, wireless, ipads, etc) over the last 20 years, having something just works is what people want.
It is not that people cannot make things work. They bought the technology to use it, not spend hours a week or month trying to tweak their product. Us techie/geeks love the tinker factor.
Glowforge’s concept of “it just works” is what will sell their product and materials.
It would be nice to be able (for the techie) to tweak back-end settings, but I don’t know if Glowforge wants to have to support resets. Or worse, support those who think they are “technical” because they were able to program the VCR’s clock (and find access to the back-end settings), but get confused about plugging in cables back into their computer.
The support aspect Glowforge will be dealing with (once 5,000 to 10,000 or more units are out the door) is going to be shocking to them. Whether something goes weird with a software update or a DDOS happens in are region or an SSL cert gets whacked or little Johnny decides to “fix” the wireless, telephone support is going to get hammered.
Justified or not, consumers will expect to be able to talk to someone (email technical support will not be accepted) and tech support is going to need remote access to the end users computer.