On Friday, September 11th, both my husband and I sent emails to Glowforge support requesting help with the replacement Pro we received that day. We sent our emails to the email address we had been using for our original support request regarding our Pro that had suddenly stopped working over 2 weeks ago.
Since we have not received a response, we are wondering if the original email “thread” has been closed and you have not received those emails. So we are writing you here to open a new support ticket regarding the non-working replacement machine that arrived on Friday.
The replacement Pro machine arrived, I was so excited that I would be up and printing again that day.
BUT THAT DID NOT HAPPEN.
We followed the set up instructions, carefully unboxing the new machine together and beginning the set up process. My husband turned the machine on…the lights and fans came on.
But the head did not move as the Glowforge setup instructions state we should see before even attempting to connect the machine to the internet. Nothing happens.
It’s as if “the lights are on and nobody is home.” We attempted to restart the machine over and over…the result is the same. Although the head was not moving, we attempted to set up the WiFi in hopes that somehow, some way, the machine would come alive and work. But nothing happened with the machine and we could not complete the WiFi connection process either.
(Note: The original Pro connected to our WiFi without any issues whatsoever and we had no connection issues for approximately 5 months. It only became an issue after the laser head suddenly stopped moving.)
We are incredibly frustrated to say the very least. It has now been over 2 weeks since our original Pro suddenly stopped working and we began the original support process.
We loved what we could create with our Pro and had built a business around this machine. Now we have been dead in the water for over 2 weeks.
Please contact us immediately so that we can find a solution to this as soon as possible.
Laura and Joe