I have my thoughts on that and how it’s handled - but that’s all that they are. I’d probably go by the verbiage though that states, “original date of shipment to the purchaser.”
The testing on their end does not work correctly if you take the sticker for draftboard and put it on a piece of cardstock. Part of the information transmitted by that sticker is the thickness of the material, which sets the focal point correctly. When GF asks you to test it on the Proofgrade, they have a reason for it. It helps them to eliminate problems. If you tell them you tested it on Proofgrade but didn’t, they can’t accurately diagnose what the problem might be, and it wastes their time and yours.
In addition, Glowforge support is not allowed to answer questions on non-Proofgrade materials. (Legal reasons as well as probably support staffing reasons.) So if you want rapid resolution, it’s a good idea to do exactly what they ask as quickly as possible. It helps them to help you faster. 
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Perhaps in the case when you need to look at the result but in this case the video of the gantry is enough to show it is faulty. The gantry should never skew during operation, period.
Support is trying to do their job, as procedure dictates. They are following directions as they have been told, I would do the same.
In Bootcamp they spent an inordinate amount of time teaching us exactly how to fold our clothes. At an open question session a recruit with an attitude said "I joined the Navy to learn how to work on airplanes, not how to fold my underwear!"
The reply was “If you can’t follow directions on folding your underwear, do you think they are going to give you tools and turn you loose on a 60 million dollar aircraft?”
Run.The.Test.
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See original post.
Assuming unit is working correctly, which is it not.
Actually 18 months
Yessir!
Z Axis is working fine!
…I don’t think it’s about proofgrade material, asking why the gantry is skewed and does a duck-waddle, but if burning up a good sheet of material makes everybody happy, I’m game.
Got to go burn some (wood?)
to all
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Correct - we receive an additional warranty due to the delays, etc. I was just copy/pasting out of the actual warranty documentation rather than my own words, so that it would be more official-like. 
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I know they’re sending out a piece of draft board with orders just to test with. So no cost to us. If we use it all up on test cuts, will we get a new one? Think I’ll ask that one.
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Small caveat… The extra warranty was added for the Pre-order customers. Can’t remember when Production started. The extra warranty is included for everyone that ordered from Sept 24 2015 until at least June 8, 2017.
GF might be including the extra warranty after production started. But I would assume nothing. The extra warranty hasn’t been mentioned in the context of new orders since June 8 and the website doesn’t mention it.
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When it comes to support calls, when a customer wants to pull rank and not do what’s asked, I end the call. That simple. If they could have fixed it on their own, they would have, and wouldnt be calling. So let the professionals do their jobs and do the tests they ask.
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Hahaha, sorry!
bet it will be replaced unfortunately.
Have no idea whether support would ask in this case for the customer to cut something. It’s clear the gantry motion is a problem. Positioning would be affected. There were a few early issues with my machine where they did not ask me to cut anything.
Still, the worst customers and the most difficult to help are those that think they understand the problem. Some of the smartest people are completely illogical. Many think several steps ahead and can’t follow a step by step process.
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Good to know.
I must all of the above. (oh,ok, I’m not illogical… no,wait, I’m not the smartest… oh what the heck, I’m the latter not the former.)
On another note: Actually on a piece of ACTUAL PROOFDRAFTBOARD!
and
and
Houston, I think we have a problem.
Rita, same issue I think.
Standing by.
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By the way. The worst customers comment was in no way directed at you. By the time I posted that, had forgotten what the original topic was or who had posted. We tend to follow threads randomly waiting for Support to provide answers.
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rpegg, I know it wasn’t, all good.
I liked the several steps ahead part though, that was the latter part!
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@henry, you are a saint. Thanks for being a good sport and playing the game. This is behavior that has not been seen on the forum. I like to see stuff like this. Whatever it is, support will not stop until you have a Glowforge that does what it is supposed to.
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A smile is a facial expression formed primarily by flexing the muscles at the sides of the mouth.
It’s working!
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Thank you very much for doing that.
Unfortunately, your unit has a problem that we can’t solve remotely. While it’s possible that this could get better, it’s unlikely to be resolved without replacing the unit. We will reach out via email about setting up a warranty replacement.