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.
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.