Report Summary
35 YO consumer's 3D laser printer had a small spark occurring inside from one of the power source's wires that runs underneath laser tube. Machine suddenly stopped engraving, but continued moving. Replacement had same issue. No injuries.
Product Details
- Product Description: product: Glowforge Plus 3D Laser Printer (refurbished)
color: white and grey
dimensions: 38in x 22in x 8in
- Manufacturer/Importer/Private Labeler Name: Glowforge Inc.
- Brand Name: Glowforge
- Model Name or Number: PLUS
- Serial Number: KQV-226-4
- UPC Code:
- SKU#:
- Date Manufactured:
- Retailer: www.glowforge.com
- Retailer State:
- Purchase Date: 4/26/2023
- Product Category: Home Maintenance and Structures
- Product Type: Tools & Hardware
- Product Code: Other Portable or Stationary Power Tools (809)
Incident Details
- Incident Description: I own a refurbished Glowforge Plus laser printer, and this is the second time I've encountered this issue with it (the first time it happened I paid about 1200 dollars to have another machine sent to me, which had a different issue that needed replacing, and they sent me this machine). The laser was working fine and I was operating it as normal to engrave some wood (and it has been operating well since I got this replacement in April), then it suddenly stopped engraving but continued moving as if it was (it was still on and didn't stop or power down because of this issue). Before I turned it off and unplugged it, I took a video of a small spark occurring inside the machine from one of the power source's wires that runs underneath the laser tube. No injuries occurred either this time or the first time this happened, since after I took a video I immediately turned off and unplugged the machine.
- Incident Date: 9/3/2023
- 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: 35 years
Comments from the Manufacturer/Private Labeler
- Glowforge Inc.: Glowforge Inc. takes all customer concerns seriously, and we strive to maintain the highest standards of safety and satisfaction for our products.
Upon receiving the CPSC complaint, our team diligently conducted an investigation using the serial number provided. Our records indicate that the printer in question was out of warranty when the customer contacted our Support team in early September 2023. The customer shared a video with us, which depicted a small spark entirely contained within the printer's laser tube. Our analysis concluded that no hazardous situation was present, as our machines employ common grounding to protect users from electrical faults.
In order to prioritize customer satisfaction, we offered the customer a replacement printer at no cost, despite the printer at issue being out of warranty. The customer accepted our offer, and as per our records, as of the date of this response, they have been successfully using the replacement printer without any issues.
We continuously work on evaluating and improving our products and services. Thank you for your attention to this matter.
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: 20230903-4D3AA-2147345395
- Report Date: 9/5/2023
- Sent to Manufacturer/Importer/Private Labeler: 9/21/2023
- Report First Publication Date: 10/5/2023
- Category of Submitter: Consumer
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