This message is for the support team!
Hi Support,
My GF has been down since Mid December. My logs were viewed and it was determined that I needed a new machine. I was given an option to pay for an upgrade and was told to respond to an email saying that I wanted to avail of the refurbished at a cost of up to $1200. I responded but I haven’t heard anything since.
Here is the email:
Danielle W (Glowforge)
Jan 9, 2022, 5:35 AM PST
Hi Maria,
Thank you so much for sending all of those photos. After reviewing all the information about your Glowforge, we’ve determined that your printer needs a repair, as it has a problem that we can’t solve remotely. Unfortunately, that can take a long time. Fortunately, we have a better solution.
A speedy solution
Rather than waiting for repairs, we’d like to send you a newly refurbished Glowforge right away for just the cost of what the repair would have been.
Why the free upgrade?
We are upgrading to an expanded repair facility. That transition will take a while, and so rather than make you wait, we’re providing newly refurbished replacement printers.
Our main goal is taking care of you with a Glowforge that you can use and enjoy as soon as possible.
With the refurbished printer, you’ll get
- Back to printing quickly – We will ship your replacement printer as soon as you say “yes, please,” so you can get back to printing your designs.
- Inspected and tested for quality and function – Your Glowforge will pass the same tests that a brand-new printer passes to make sure that it will print well and live up to your needs and expectations. Our technicians take lightly used printers and replace worn parts, perform a 36-point quality inspection, and do full diagnostic testing to confirm complete functionality.
- Great value - Refurbished printers cost more than this repair. If that sounds like a really good deal, and that it must be expensive for us, you’re right, but we think you’re worth it!
- 90-day guarantee - You’ll get a 90-day guarantee on your new printer.
How much does it cost?
I’ve inspected all the information and error messages that we have about your Glowforge and it appears that there’s an issue in the electrical system. Repairing this requires systems diagnostics, disassembly, testing, parts replacement, quality verification, and labor, and costs typically range from $788 to $1299, plus shipping. To get the replacement printer, we’ll invoice you the estimated repair cost, plus round-trip shipping - and I’m able to discount the shipping charges by half.
Summary of costs
- New Glowforge printer: $788 (based on the estimated cost for repair of your current printer)
- Shipping for the replacement printer to you, and your original Glowforge back to us: $200 (discounted from the standard $498).
- Taxes will be added to both shipping and the replacement cost.
I responded asking for the new machine with my delivery address and received the following.
|### Angie C (Glowforge) support@glowforge.zendesk.com|Jan 25, 2022, 3:59 PM (5 days ago)||
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| to me |
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Thanks for contacting Glowforge support. We know you want an answer to your question as soon as possible, and we want that too.
First, can I verify a couple of things? We want to be quick and respectful, and the right info helps.
Here’s the info I have:
The email you use to sign in to app.glowforge.com: mariasheehanphotographer@gmail.com
The name you want us to use: Maria Sheehan
If that’s not right, could you please reply with the correct info?
Our team replies to most messages within 24 hours, so if for some reason you don’t hear back from us by then, please read What should I do if I haven’t heard back from support.
– The Customer Success Team
PS: However you reach us, please be ready to describe what’s happening and the steps you’ve already taken, and be near your Glowforge in case we need to do any troubleshooting. This will help us give you better answers quicker.
That’s all I know… I haven’t heard anything since.
