(TLDR; how much have people paid for repairs? what can i expect from the process?)
Posting here as I already have an email support thread open, and don’t want to overburden the support staff. I’m also hoping to get meaningful information from the community, and as per that thread’s rules, it seems likely something posted there might get prematurely closed. SO
My laser suddenly stopped firing. I’ve owned the Glowforge basic for almost exactly a year. The unit has been used rarely to low throughout its time with me. I’ve gone through the recommended cleaning process with the support staff, and it has been determined that the unit must be sent in for diagnostic and repairs. Thus the frustration truly begins.
I’ve been told my unit cannot be repaired in the field, and that some parts that need replacing require calibration that again, cant be done in the field. In order to have a tech make an assessment, I must pay $200 and ship the unit back to have a diagnostic run. Then presumably, IF the repair can be done, they will let me know the cost before doing it. (Though, THIS gives me pause…)
It is clear that there is some information reported from the glowforge that has enabled them to make this assessment. I have asked for ballpark figures on potential parts and repairs, but they have simply said they “do not have a price quote to provide at this time.”
From THIS thread, it seems there is a standard laser tube replacement ($499, not including shipping) that many people have had to go through, and I suspect this may be part of whats going on for me. I’ll refrain from any more speculation regarding my unit on this point though…
When I asked what if the repair cannot be done, the reply was they will simply “ship your unit to you” (DEAD mind you! This was actually something they offered as I’m asking for their help fixing the machine!)… or I can purchase a refurbished unit less a discount that includes a buyback credit for my irreparable machine. There was absolutely no indication of what that cost might be.
So… It seems I am now going through the worst case scenario that many other owners have gone through, experiencing the difficulties and frustrations in owning this black box closed system, completely dependent on the company for everything, and witnessing their oblique service strategies. Maybe other folks who survived to tell the tale might balm my throbbing wound.
I am hoping, yet not expecting, that the service reps will offer some sort of numbers or helpful information. But in the mean while, maybe some folks would be willing to share what they’ve encountered on the way to a successful repair of a faulty machine, both in process and cost.
— EDIT : Line removed as it was soliciting feedback that I was not actually after. —
Thanks for your time and potential help.