New Warranty Machine Not Cutting Through (REQ 366497)

Community Support
1

Hi

I need help with this new warranty Glowforge replacement it has not worked right since I got it.

I have tried everything to try and get it to cut through materials I have cut 100s of times even proograde materials are not cutting this is hurting my business so bad right now :frowning:

Attached images are proof grade gift of good measure on medium maple Proof grade did not cut through.

20220107_113114
20220107_113114486×1027 69 KB

20220108_135951
20220108_135951486×1027 61.8 KB

20220108_140020
20220108_140020486×1027 89.3 KB

20220108_140000
20220108_140000486×1027 89.6 KB

I am unable to cut 1/8th inch material on full power and 3 passes.

I have cleaned everything possible reset lens made sure tray is sitting flat there is nothing left but to deal with support but i have been 5 days trying to reach anyone at Glowforge tried for days with phone line and call back requests also tried submitted new requests and replying to existing ones.

Please Help!!
Thanks.

2

Just asking did you clean the one on the left side

3

Hi @gallowaytravis. I just sent a response to your email thread, and saw you had created a thread in the Community to troubleshoot this. To avoid any potential confusion with multiple threads, I’d like to confirm that you have received my email and consolidate this to a single thread. Let me know if you have not yet received my email response and I’ll be happy to work with you to get this sorted out and resolved soon. Thank you!

4

Hey Brandon

I replied to your email with requested info.

Thanks

6

Hi @gallowaytravis. I received your sent photos and have everything under review for next steps. I’ll follow up with you in the email thread, and will go ahead and close out this thread to avoid any confusion. Thank you!