Please read comment at bottom before replying
PUBLIC NOTICE: On September 21st, Glowforge unilaterally disabled my Glowforge laser cutter without any advance notice or any explanation offered. Unless I “agree” to new “Glowforge Terms of Purchase and Service” (hereafter, TERMS) presented to me, my Glowforge essentially becomes a brick, without any recourse. As clearly stated in the TERMS, this is is an attempt to retroactively change the terms of a purchase I made five years ago (“These Terms of Purchase and Service are a legally binding contract between you and Glowforge regarding your purchase of any Product from Glowforge and your use of the Service”).
Glowforge has not provided any explanation as to the changes in the TERMS from any prior agreement that I agreed to (if, in fact, I agreed to such an agreement — I have no record that I did). Glowforge is providing no recourse to the new TERMS. To wit, the TERMS state “IF YOU ARE NOT ELIGIBLE, OR DO NOT AGREE TO THE TERMS, THEN YOU SHOULD NOT PURCHASE ANY PRODUCT AND YOU DO NOT HAVE OUR PERMISSION TO USE THE SERVICE. YOUR PURCHASE OF A PRODUCT AND USE OF THE SERVICE, AND GLOWFORGE’S PROVISION OF ANY PRODUCT OR THE SERVICE TO YOU, CONSTITUTES AN AGREEMENT BY GLOWFORGE AND BY YOU TO BE BOUND BY THESE TERMS.”
At the bottom of the disabling dialog containing the TERMS, it states “By checking the box and clicking “I agree”, you are agreeing to the above terms of service and have read, understand and agree to adhere to the user manual operating instructions”
In other words, the only recourse to continue using my Glowforge is to travel back in time and not purchase the device that I bought and fully paid for FIVE YEARS AGO and received almost three years ago (after waiting through two years of delays). This is not reasonable by any stretch of the imagination.
Over the last ten days, I have tried to get Glowforge support to fix this problem, to allow me to continue to use my Glowforge without having a new agreement forced upon me. This has been completely unsuccessful and there does not appear that there will be any resolution.
To be clear, I DO NOT AGREE to be bound by these TERMS. I only agree to be bound by prior terms (if any) which I agreed to.
Later today (October 2nd), I will click the “I Agree” button so that I can use my Glowforge again, but I am considering that button and the text adjacent to it to be incorrect. I am interpreting it to mean “By checking the box, I agree that the above terms of service do not apply to me, that I will continue to be bound by the prior terms (if any) which I have previously agreed to, and that I am clicking the button labeled “I agree” only so that I may continue to use the device which I bought and fully paid for five years ago.”
IN NO WAY SHALL MY CLICKING THE “I AGREE” BUTTON BE CONSTRUED TO MEAN THAT I ACTUALLY AGREE TO ANY NEW TERMS.
I also hereby explicitly state that I do not agree to binding arbitration and that I opt out of any such provisions in any and all agreements with Glowforge.
I am posting this as a public notice, not because I am looking for feedback. Please don’t argue with me or give me advice, or “explain” to me that the new terms of service are no big deal. That’s not the point. I do welcome a response from Glowforge representatives.
I am sad that I have to post this. I’ve always been a fan of Glowforge, since before they were even announced. I know two of the three founders (Dan and Tony). I don’t love the idea of the cloud service, but it has generally not been a huge problem. I think the Glowforge has some really brilliant design mixed in with some really bad decisions. And I think this is one of those really bad decisions. I hope Glowforge cleans things up.