Update to the update: We'll sell replacement tubes (discussion)

[clark.jk]

Thanks! Will do! Sorry, wasn’t sure the best way to find out the answer. Thanks!

[mike.lynch]

Dan,

Haven’t been here in awhile and wanted to ask about replacement parts.

For those of us living overseas (Australia in our case) are we going to be covered if something goes wrong?

We intend to use our Glowforge Pro in our business (coriandercustomprinting.com) and wanted some reassurance that will be able to use our GFP knowing that if we need to replace a tube, laser, filter, etc. that we’ll be able to easily source parts from you?

We intend to use our GFP on the heavy side (we hope)

There’s been a lot of negative discussion about the ups and downs of the product on various FB groups, so I’d thought I’d go to the source for some straight answers.

If you feel your product would not be suitable for us, that we may have some issue with parts or materials, etc. please let us know - better to get a refund now then be disappointed upon delivery.

Thanks again.

Best
Mike

[dan]

I agree - we want to make sure you get the right product, and would rather have you happy as someone else’s customer than disappointed as ours.

We’ve committed to making the tube available as a standalone replacement part, and doing warranty repairs for no cost, but non-inclusive of international shipping. We hope to offer additional options (including parts and local repair options) but can’t commit to anything additional at this time.

Should you decide that doesn’t work for you, my apologies - you can cancel your order here:
https://glowforge.com/cancel-pre-order/

[DesignsByPhil]

Any update on the cost of replacement tubes?

[chadmcelwee]

@DesignsByPhil, I was told just a few days ago by staff via email that they " dont have any more details about when the replacement tube will become available for purchase from our shop". Then I was directed to follow this forum for updates. Since it hasn’t been active in almost two years, I’m starting to wonder if they have any intention of doing anything regarding replacement tubes. @dan, I love my glowforge, and I want to keep loving it, but can you shed some light here. And please give some sort of time frame. I’ve been patient for a long time on this issue.

[chadmcelwee]

Dan, I feel from the generic answers I’m getting from staff, that there isn’t going to be tubes available to purchase. 2 years is a bit long to wait for an answer on this. You directly promised that there would be tubes available and there’s not even so much as a general guess yet after all this time. At least a no would be an answer. Or a reason why. Any answer really besides wait and see

[DesignsByPhil]

Definitely agree. If tubes are not available for replacement by owner, that will definitely solidify my decision to switch manufacturers in the future.

[dan]

Just when we thought we were done, we checked with our Friendly Neighborhood Lawyer, and… sigh. We’re not done. It’s close but I don’t have a date. (To give you a sense, that call was last week; this is something we’re actively working on). I’m sorry I don’t have anything more specific to share.

[cmreeder]

Thank you for checking back in on this issue, for letting us know that it’s actually a current thing, and for giving us a scrap.
It seriously means a lot.
Thank you.

[dan]

Absolutely!