I know if GF opened up a phone support line it’d be bombarded with “Where’s my laser?” calls, so I’m not sure how to reconcile this with the fact that there are some situations that require faster attention than the 2-3 day SLA on here and email.
For example, GF is sending me a replacement unit. I live in Washington, so the In Transit time is pretty short from their CA distribution center. Like 2 days tops. So what am I supposed to do when UPS gives me an Exception saying they don’t have the right address info so they’ve done something stupid and loaded it on a truck going in the wrong direction?
UPS tells me to contact Glowforge and have them contact UPS to correct the info ASAP.
I’ve emailed my contact at GF back, but they don’t always respond very quickly (sometimes not within their promised 2-3 day window even). A phone line would help route me to the right person much quicker. But again, I understand that’s probably not a good idea with all the delays in delivering units.