I just received an email from Rita C (Glowforge) saying that they can’t solve my problem and want me to send it back. Subject “[Request received] Replacing your Glowforge” They assigned it ticket #64283.
I don’t even know what problem this is referring to. (Or is this spam? Or was it sent to the wrong person?)
It looks like the problem you posted here was worse than you thought. An explanation might be in order for you since it isn’t always a problem. Perhaps the error you encountered is known and that they have identified it as an existing problem that, while intermittant, requires a replacement.
Communication strategy aside, I’d trust that they are following up on an important issue and not just a one time problem.
I didn’t want to say anything as you never know, but I had guessed you’d be getting a new GF when I saw your post about the misaligned print. It happened to me as well and in about 3 days I had a new GF at my door. (I’m in CA so it doesn’t have to travel far.) Sorry about your machine, but this is a good example of the company taking care of you!
I can see that they can’t fix it remotely but several other people have reported the head collides with the case in the front right corner. I wonder if they are all going to be replaced. Do most people not have this problem?
I believe you can verify the email but sending an email directly to firstname.lastname@example.org , but most likely it is real and @Rita is being proactive to make sure you get the best experience with Glowforge.
I guess it doesn’t matter, but how many cases did you open?! Either way, at least one of those cases warrants replacing your unit.
Unlikely, since you opened a case, but certainly possible. If you suspect this is a phishing attack that happened to coincide with your real case, you should examine the e-mail headers to ensure the envelope is actually from glowforge.com. You could also initiate an e-mail (NOT reply) to email@example.com to have them validate said message.
Also unlikely, since you opened a case and replacement is a plausible resolution for that case. But certainly possible.
You opened a case regarding a “slip” in cutting. The resolution of that was complete replacement. You were subsequently contacted via e-mail to facilitate that replacement.