Support not responding to my posts

Community Support
1

Hi my glowforge family I need a help reaching the support group . No more response to my post. What am I doing wrong.

2

This is your first post in the Problems and Support section. Your post about not cutting through was in Everything Else, staff does not read the discussion forums, they only see tickets created by posting here.

3

The only section they routinely monitor is Problems and Support, so starting a new thread here has now created a ticket for you.

You said on earlier comments that the Glowforge was not cutting through.

There are a couple of things that you need to tell us so we can narrow down the problem.

  1. What kind of material are you trying to cut? (Is it Proofgrade?)
  2. Have you cleaned the lenses and windows? (Instructions are Here.)
  3. Are you pinning the material down really flat?
  4. Usually they will ask you to print the Gift of Good Measure file (on your Dashboard) on Proofgrade draftboard and then take a photo of the front and back side of the cut so they can analyze it for problems. If you want to go ahead and do that, and post the picture here, it will speed things up for you.
4

I was trying to cut one of samples materials that came with the package and tried cutting the test images on the glowforge page. . And have already answered all this questions. They requested some pictures two times. The last support person mentions that everything looks good that I should try cutting again if I still did not cutting then they will take the next step. Which was about two to three weeks ago. Since then I haven’t heard anything from them.

5

Okay, they might have been waiting to hear from you that it still wasn’t working. Since you posted here in Problems and Support, it has opened a new ticket for you. They should respond within a day or so to follow up with you on what happens next.

6

I’m so sorry for the delay in responses to your support ticket. I see that you reached back out directly today, and we’ve provided some additional next steps. While reviewing your ticket, it appears that our emails may not have been received as of late. I’ll keep this thread open for now, but please let us know if you do not see the direct email from us regarding your next steps.

Thank you!

7

We’ve already followed up by email here, so this post will be closed.

8