Report Summary
50 YO consumer's 3d printer laser tube stopped firing in middle of engraving job. The 20K high voltage red wire develops a hole in it causing it to arc and short out on metal in the machine and therefore it cuts power to the laser tube. Not isolated incident. No injuries.
Product Details
- Product Description: Glowforge Basic
- Manufacturer/Importer/Private Labeler Name: Glowforge Inc.
- Brand Name: Glowforge
- Model Name or Number:
- Serial Number:
- UPC Code:
- SKU#: GF-ASM-00290-R
- Date Manufactured:
- Retailer: glowforge.com
- Retailer State:
- Purchase Date: 2/2/2022
- Product Category: Home Maintenance and Structures
- Product Type: Tools & Hardware
- Product Code: Other Portable or Stationary Power Tools (809)
Incident Details
- Incident Description: I am one of hundreds to have this happen. I have a Glowforge basic that was purchased in Feb 2022. While using the machine on Aug 4th, 2023 the laser tube stopped firing in the middle of an engraving job. Being that I'm a member of a rather large social media support group for these machines, I knew just what to look for and I already know based off of the hundreds before me of how Glowforge is handling it. I have had to exchange or purchase several replacement machines in the past so I am well aware of their practices. They dont assume any responsibility and they want you to send it in and pay on the upwards of $1700 to get another one. The one you get also will be sent with this defect unless it's a brand new one. The 20K high voltage red wire develops a hole in it causing it to arc and short out on metal in the machine and therefore it cuts power to the laser tube. I've heard of some cases of users being electrically shocked from this issue. Tons of cases are documented in our social media group. Glowforge needs to owe up to this dangerous issue and assist us better. Having to pay that huge amount of money to get another machine that will be sent with the same defect isn't the answer. I love the machines and I've had 6 all together but the company needs to help their customers better than this. They need to send us all a new machine with the defected wire addressed .
- Incident Date: 8/4/2023
- Incident Location: Home/Apartment/Condominium
Victims Involved
-
- Injury Information: No Incident, No Injury
- My Relationship to the Victim: Self
- Gender: Unspecified
- Victim's Age When Incident Occurred: 50 years
Comments from the Manufacturer/Private Labeler
- Glowforge Inc.: Glowforge Inc. has thoroughly investigated the issue raised regarding Glowforge products. However, we were unable to verify any information about the machine or the specific social media support group mentioned in the report, as the reporter declined to disclose the product's serial number or provide the name of the group.
Based on our records, we have found no evidence of any customer named [REDACTED] contacting Glowforge Support in 2023. Therefore, we cannot comment on this particular customer's circumstances.
Regarding printer warranties, when a printer is out of warranty, Glowforge may offer customers the option to exchange their unit for a refurbished replacement for only the cost of a repair, which is a fraction of the cost of a new printer. These refurbished printers undergo rigorous quality checks before being shipped to customers. Therefore, there is no factual basis for the reporter's fear that a refurbished printer would not operate properly.
Furthermore, we want to assure that the allegations of users being "electrically shocked" are untrue. Even if the insulation were to somehow fail on the power line wire, our machines are fully enclosed and employ common grounding techniques to protect users from electrical faults, ensuring that no hazardous situation would exist.
We take all complaints seriously and strive to provide outstanding products and customer service.
Additional Details
- Submitter has product?:
- Product was damaged before incident?:
- Product was modified before incident?:
- If yes to any, explanation:
- Have you contacted the manufacturer?:
- If Not, Do you plan to?:
- Report Number: 20230811-BB0C9-2147345861
- Report Date: 8/11/2023
- Sent to Manufacturer/Importer/Private Labeler: 8/29/2023
- Report First Publication Date: 9/13/2023
- Category of Submitter: Consumer
|
