So i’ve had two of these machines fail with very low hours on them and i’m pretty frustrated with their desire to stand behind their product.
Link to my original post just because, Problem cutting, File Check Please
I have a few questions for those who have had issues with their machines.
About how many hours did your machine have before it failed?
Did you have them repair it outside of warranty?
if so, Please share your experience and cost.
I was just informed of a new repair process that doesn’t exactly seem like a deal for the end users even though they’re trying their hardest to spin it into a positive by sending you a “refurbished” machine.
Below are the two emails i’ve received from glowforge for having my machine repaired, the first one was from Jan and the second one was from yesterday.
Email from January when i asked about the repair process
Here’s how the repair process works:
- We’d send you an invoice for shipping costs ($200 within the US and Canada). This would cover sending your machine to our repair facility and shipping it back to you, along with the inspection. No replacement parts or labor are included in this cost.
- If our technicians determine that it’s possible to repair your machine, we’ll send you a repair quote. If you authorize the repair, we’d invoice you for the costs, complete the repair, and ship your unit back to you.
- We’re not able to remotely identify how many parts would need to be replaced to guarantee that the problem is fixed. Unfortunately, that means we can’t provide an estimate of the repair costs until our technicians physically inspect your unit.
- There’s currently a small backlog, so if your machine arrived today, the repair would likely be completed two weeks from now. That number changes from week to week depending on the problem diagnosis and the backlog when your machine arrives. That estimate also does not include shipping time.
If you’d like to proceed, just let me know, and I’ll email your shipping invoice.
Reply from yesterday after asking to proceed with the repair process from the Jan email.
We’ve made some changes to our repair operations since we last chatted. Fortunately, we have a solution that I think you’ll love!
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 – I’ll put in the order for 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 reviewed the photos, logs, and test prints for your Glowforge and it appears that the issue is with the laser system. Repairing this system requires systems diagnostics, disassembly, testing, parts replacement, quality verification, and labor, and costs typically range from $489 to $850, 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
- Newly refurbished Glowforge: $489 (based on the lowest 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.
Will you be doing this forever?
No. This option will expire once we have our new repair process in place.
How does it work?
We’d like to ship your refurbished Glowforge out right away. If you’d like that too, please follow these steps, and we’ll get working.
To get your newly refurbished Glowforge
- Within 30 days, reply to this email and copy/paste this info (and anything else you want to say/ask) into the message.
“Please send me a newly refurbished Glowforge now to replace mine that needs repair. I agree to return my old Glowforge within two weeks after my replacement arrives. I understand the newly refurbished Glowforge that you send me comes with a 90 day guarantee (the same guarantee that a repair would have).”
- Verify the shipping address where you’d like your Glowforge sent to.
- Once we receive your go-ahead and updated address, we will send you an invoice. When you get it, send your payment.
- When we receive payment, we’ll send your replacement printer and shipping labels and instructions on how to pack and return your original Glowforge.
- When you receive the shipping labels and instructions, ship your original Glowforge back to us.
Shall we send your replacement printer?