@alexmcclure: I ordered a pro unit on 10/16/15, got my Golden ticket email ~11pm 10/25/17, responded early the next day and made an order on the proofgrade store for some more materials. UPS sent me tracking for the proof grade order on 10/30 with that order showing up on 10/31. Got another email from Glowforge on 11/4 saying the proof grade care package that comes standard is being expedited to arrive ahead of the main unit and tracking shortly after with a delivery ETA for tomorrow (11/7). Still haven’t gotten any word on the laser/main unit shipping from Glowforge or UPS mychoice. In a different thread after saying the same, someone suggested contacting support if it was after the estimated ship date with no notice, and @Dan seconded that. Because that thread moved quickly, >1000 posts, it wasn’t totally clear to me in hindsight whether the notice that proof grade materials were being sent counted as reason not to contact support but wait longer, but I’ve contacted support before and they were pretty quick and helpful so probably better to err on that side in this case. The past couple of years I ran a ~50 staff organization that routinely deals with very grumpy customers and I would have loved for us to have been as responsive/patient as Dan is on the forum and the GF team was by email. I can’t imagine what it takes energetically not to disconnect from the forum altogether, let alone to triage the flow of angrier ones on the scale they had to deal with every time there was a delay (assuming one doesn’t just build a callous to it).
On your other but related point, I’ve not worried about issues with the parts so much because of the approach Dan is taking, not half-arsing it even if it causes delays. You can get some leadership insight from those emails and they engender a confidence I wouldn’t normally put into something like this (have done many other kickstarter/crowdfunded preorders). Walking that line between taking responsibility and remaining enthusiastic without seeming cynical and false is tough, if it weren’t you’d see better crisis response from the Wells Fargos or Equifaxes of the world. My worry would be if Dan decides he wants to see his kids again before college and GF sells to a company that doesn’t care and somehow breaks or tapers out support for the online portion of how the unit works. I know there is probably a robust discussion of this elsewhere on the forums, will have to go looking.
Given how close they are to meeting orders and breaking through to the other side, that danger might be lessening for long enough to equate to the useful life of a unit, but again - would love to be a fly on the wall to know what’s next down the road. If I didn’t live on the other side of the country I probably would have tried going down there in the hopes of meeting the team and learning something about how these things come together.
Anyway, 8-9 days was what it took me after answering the golden ticket email before the first indication of something shipping, obviously more before the laser. Queried support day 11. I will update here when I get word of update.