My glowforge feels like its losing power even with proofgrade materials i’m having to do 3-5 passes just to cut through anything now, all the lenses are clean along with the mirror. what needs to be done to fix this. customer service hasnt been any help at all
I did, i can try cleaning it again though
Depending on the age of your machine and how much you’ve been using it, it’s possible your tube is reaching end of life. It was originally estimated as lasting ~2 years. Most people have blown through that estimate though.
Support does have ways to adjust your settings to make it appear similar to it’s original power, but it only works in the initial stages.
You state they’ve been “unhelpful”, but without knowing what info you gave them, and what they asked you, we can’t help with that. Generally they are top notch in providing support up to, and including offering you a replacement machine at a significant discount to get you back up and running.
4 Likes
So i have to buy a whole new machine instead of replacing a part or sending it in for repair? That really kind of makes me hate this company even more now
Nope. They solely offer replacements to get you back up and running as fast as possible. You can also contract with the repair company @Xabbess linked to.
But all this is us guessing. You should be in contact with Support before making any decisions so they can look at the logs of your machine.
3 Likes
If you haven’t already done so, following up with support will be best since they can review the printer’s log files to find the cause and resolution for the cut trouble. Proofgrade materials should not require any adjustments to cut through. Since it sounds like the cleanings have not helped, I would do some deeper troubleshooting through email at support@glowforge.com. Phone support is also available Monday - Friday 8am to 3pm and Saturday-Sunday 10am to 3pm PST at +1-855-338-2122.
3 Likes
No, you would not have to buy a new machine.
If your machine needs some kind of repair, including replacing the tube, you have two choices:
(1) Let Glowforge replace it for the cost of a repair. Rather than send it to them and wait weeks or more for them to repair it and send it back, they’ll give you an estimate for the repair cost, and exchange your Glowforge for a working refurbished Glowforge for that price. You can be back up and running in days. They’ll then repair and refurbish the one you sent in at their leisure and have it available to offer the next customer with a broken machine wanting repair/replacement.
(2) If you are really attached to your particular printer, and would prefer to fix it piecemeal over time as various components fail rather than replace it with a fully tested and refurbished model, you can get a quote from the independent repair shop Glowforge suggests.
In neither case are you left with the only option of buying a new laser.
4 Likes
This topic was automatically closed after 30 days. New replies are no longer allowed.