Report Summary
63 YO customer indicated that laser printer is not working properly, it has defective high voltage power line. It is not comfortable for consumer to use current machine or replace it with refurbished unit, as suggested by company, since it is likely to have same defect.
Product Details
- Product Description: Glowforge pro laser printer
- Manufacturer/Importer/Private Labeler Name: Glowforge Inc.
- Brand Name: Glowforge
- Model Name or Number: Pro
- Serial Number: RDJ-394-4
- UPC Code:
- SKU#:
- Date Manufactured:
- Retailer: www.glowforge.com
- Retailer State:
- Purchase Date: 9/2/2021
- Product Category: Electronics
- Product Type: Printers, Scanners, Copiers & Faxes
- Product Code: Business and Office Machines (571)
Incident Details
- Incident Description: I have a glowforge pro that has a defective high voltage power line. When I contacted Glowforge about my laser not working properly, they said I could pay $1651 to trade mine in for a refurbished unit.
Their refurbished units are still at risk for having this defective power supply. They are assuming no responsibility for this issue. There are people at risk who are running their lasers not knowing that their high voltage wire may be defective. I myself am not comfortable using my current machine or replacing it with a refurbished unit - that most likely will have the same defect.
- Incident Date: 8/8/2023
- Incident Location: Home/Apartment/Condominium
Victims Involved
-
- Injury Information: Incident, No Injury
- My Relationship to the Victim: Self
- Gender: Unknown
- Victim's Age When Incident Occurred: 63 years
Comments from the Manufacturer/Private Labeler
- Glowforge Inc.: Glowforge Inc. thoroughly investigated this report, including looking into our records for the machine with the provided serial number. It has been determined that the alleged failure occurred when the printer in question was 23 months old (11 months out of warranty).
In situations where a printer is no longer covered by warranty, Glowforge offers customers the opportunity to exchange their unit for a refurbished replacement for only the cost of a repair, which is significantly lower than the price of a new printer.
Based on our records, there is no indication that this specific printer was manufactured with any defects. Therefore, there is no factual basis for the reporter's ongoing discomfort in using the machine. It is important to note that Glowforge printers are designed with common grounding techniques to protect users from electrical faults, ensuring a safe user experience.
We take all complaints seriously and strive to provide outstanding products and customer service.
Additional Details
- Submitter has product?: Yes
- Product was damaged before incident?: No
- Product was modified before incident?:
- If yes to any, explanation:
- Have you contacted the manufacturer?: Yes
- If Not, Do you plan to?:
- Report Number: 20230813-EB6FC-2147345833
- Report Date: 8/13/2023
- Sent to Manufacturer/Importer/Private Labeler: 8/29/2023
- Report First Publication Date: 9/13/2023
- Category of Submitter: Consumer
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