I opened a ticket on Saturday due to a minor fire in one of my machines. I didn’t receive any communication back until Monday night and then the emails just stopped. I NEED a replacement part ASAP per our email and requested it to be overnighted. I shouldn’t have to wait over 24 hours for a response. Glowforge get your act together. I have so many open orders that I am running my other glowforge machine 24 hours a day and cannot keep up.
The parts are not kept in the office where CS is. Now that they know you want a part they need to get it “ordered” so it will be shipped directly to you. It’s likely to be at least a week long process. They don’t email unless they have new information so you may need to practice patience.
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They also don’t officially work weekends. One business day is standard.
Hi Colin - I see you emailed us about this and we’ve responded and are working on it there, so I’m going to close this topic.
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