For those who have sent in their machine to be repaired, out of warranty, did you get an itemized breakdown of the fees to repair it? At least an explanation of what is bad and being replaced? I received an email today asking for money with no explanation of what is the issue and nothing explaining what the charges are.
All I got was: " We’ve received your Glowforge and our technicians have inspected it. I’m happy to share that we’re going to be able to repair your unit so you’ll be able to continue to create amazing things!
Our technicians will repair the laser system in your unit. They’ll also perform a full diagnostic test to confirm complete functionality. In addition, they’ll remove surface buildup in your unit and perform a 36-point quality and performance inspection. The repairs will cost $935.23 for parts and labor."
This can’t be the norm. I’m not blindly sending money without knowing what’s being fixed. Is it the tube? If so are you replacing my tube with a 45 watt one like what came with it? If not what is being replaced? Honestly, you might as well replace the tube since the machine is over a year old and I do not want to pay to send it back in 6 months or so to do so. Who wants to go through this all over again?? This is why a simple phone call would be so much easier for everyone. A phone call to go over the bill and discuss anything that should be done while it’s in the shop get’s it to me faster and out of your shop quicker so you can work on someone else’s machine. Your email system is extremely frustrating because your response time is not adequate in correlation with the product you are selling.