"We’re currently experiencing higher than normal volumes of questions, so unfortunately some of our answers may be delayed. If you’re a current Glowforge customer having problems using your product, we’ll get back to you within three business days - and we’ll try for much sooner. "
I was one of the first backers and have been loving my GF. I am a huge fan and supporter. Hardly a day goes by where I don’t use it. I had a big problem about a year ago and had to go through email support and sending it back. The troubleshooting took a week of back and forth, each time waiting a day or two for a response. I have to say, as an owner of a slew of technologies, it was not a great experience.
I have a paying customer and a deadline. I always have this fear in the back of my mind when I take on a customer… what if I have trouble with the glowforge? My HP computer, as an example, can be troubleshooted with a rep online… they can even connect to my machine. For some extra dollars, they will overnight me a replacement.
This morning, as my deadline approaches, my trusty GF is insisting that the lid is open. I troubleshooted using the forum. I cleaned it, rebooted it, rebooted computer, took out the crumb trey, wiggled and jiggled everything, futzed around with the black ribbon cables… nothing. I did this all on my own with the sinking feeling that I would have to go into email discussions with a rep. Deadline approaching.
So, I sent the email. I included pictures with circles and arrows and a paragraph on the back of each one telling about it. Now I sit. Deadline approaching. Not knowing if I missed something or if I need a new unit.
What do I tell my customer with the deadline?
A hobby machine can work this way, but I am using this for a business. I would even pay for a higher level of support so that I don’t have to worry.
Thanks for listening to my rant.