Is support not responding?


#1

As of today, I have three open tickets with no response, some stretching into weeks. My Glowforge ship date was a week ago, and I still have no tracking information and haven’t heard anything about where it supposedly shipped.

Is there a reason that the company is failing to respond? Anyone else having issues getting a reply?


#2

I know that they are swamped but they still respond to my last one this week in a bit over 24 hours.


#3

When you say ‘ship date’ is that the date of the email requesting your shipping address?


#4

Did you get the autoresponse when you first sent the ticket? If not you may have a problem receiving their emails. Even if it’s not in your spam folder, I do know at least one member that was not getting emails found out that their ISP was filtering them out.


#5

For all of my requests, I received the auto response. And when I refer to the ship date, I mean the date that is on my Account Page that they put up last week. I was a Day 1 supporter, so it’s frustrating to say the least :confused:


#6

I am surprised that you are only getting the auto response.

Were you cross posting to Problems & Support? If so, are they addressing issues in the P&S?

Do you mind letting us know what you were having issues with?


#7

I’m so sorry – we fell behind our normal standards. We’ve now replied to your email. I’m really sorry for keeping you waiting.


#8