Waiting for Replacement Glowforge

I emailed customer support at the end of July with an issue with my Basic constantly saying it needed to cool down. It is only 3 months old and wouldn’t make it through a 17 second cut without stopping to cool down and never resuming the cut. They told me I needed a replacement.

I have been waiting for almost 3 weeks now with little to no communication on when my replacement should even be shipping. I understand that they get behind, but it would be great to get an update that actually contained new information. Better yet, I’d love a shipping notification.

I hoped that Glowforge would provide me with a reliable machine until I could purchase an industrial laser. Sadly, I am now looking into other laser brands much sooner than I had planned to. The downtime when the machine has a problem is a deal breaker for me.

When(if) I finally get my replacement, I hope it doesn’t have issues as quickly as the last one. I would most definitely be requesting a refund if so.

It happens, unfortunately. My first two machines malfunctioned before the warranty ended. But this third one is a beast, and it’s been going now for over a year without issue. Support can seem a little slow, but, especially in these trying times, I think they’re doing about as well as any other company I have dealt with. I hope they get you up and going soon.

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I’m so sorry for the delay in getting your replacement Glowforge. I see you already emailed us about this and I’ve just followed up there, so I’m going to close this topic.