Bottom line… I need a solution. Not excuses. I don’t find that thread "enlightening " at all…
Im working from home, during Covid times. I understand the stresses and problems it puts on situations. The whole world is feeling the stress. But basic customer service shouldn’t suffer.
Thanks for your “help”…
One suggestion? Be thinking about how to explain a delay to your customers.
We can’t actually do anything to help you to get the machine up and running again for a power supply or tube failure, which is what this sounds like to me from your description of what happened. But we don’t know for sure, so once you have run through elimination tests for other issues that can cause the problem, you have to rely on support. They can look at your machine logs and decide what to do.
If there is a machine repair or replacement involved, it takes them time to arrange it with the companies that do the repair, or they have to check availability of replacement machines. These companies are not open on weekends as far as I can tell, so they have to wait until they are open to get that information for you. Then there can be a day or two turnaround.
(In addition, they are in the process of moving their repair facility to a new location, and that impacts the options available to you for repair right now.)
What this means for you is that you need to plan for what you are going to do if you are without a machine for several weeks to a month. (Hopefully it won’t take that long, and they might be able to come up with some quicker alternative if your machine has to go in for service, but you need to start thinking in terms of what to do to protect your business if that happens.)
It’s Glowforge’s policy to not contact the customer until they have concrete action for them to take, so even though you do not hear from them right away, it doesn’t mean they are not working on the arrangements. Every time they have to deal with frantic customers, it slows the process down instead of letting them get things done quickly, and they opted to try to get it done as quickly as possible. (Which is better, I guess. But not much comfort to people who don’t understand what’s going on.)
So my recommendation, for what it’s worth…If you can, try to come up with a Plan B in case the news isn’t good. It will give you back some control over the situation. (And no one likes to be in this situation.)
I see you already emailed us about this and we’re working on it there, so I’m going to close this topic.