Hi @lydiajeanart . Thank you for letting me know about the incorrect number mentioned, and appreciate including the full contact number for phone support. It sounds like the tickets didn’t make it to the Customer Care team, and not sure if that is due to outdated workflows or contacts. However, I’m happy to hear you were able to reach one of the Customer Care agents, but reached the point of another printer replacement.
Replacing the printer multiple times is not an experience I ever want for a fellow Glowforge user and I understand the reasons for asking about other results and options. Typically, the laser failure mentioned would start troubleshooting using steps from the Help and Learning Center page Print Isn't Marking Material (Performance Series) . Having that same issue causing multiple replacements is not expected and would need to to go to the Customer Care team for more insight into the cause and solution. They have access to resource tools like the printer’s log files and support ticket history.
You’re welcome to share the ticket number created with the phone call. I can review it for any additional information or suggestions.