As your machine is functioning you’re going to triage further down the list than someone who is down completely, but they will get back to you. I believe the auto-response email gives a timeline. It’s the same timeline here, just a different format (ditto for chat)
What speed do you have the Compact set for? If you visit The Glowforge Compact Filter you find a lot of information on tweaks to the filter (I don’t have one so I can’t comment directly except for the speed thing which I read about on that thread)
Also, thick cut/engrave lines are usually because the lens has been put in upside down. When you have the 
head in your hand, the lens should look like a bowl as you slide it back in (read this: Won't cut through proofgrade draftboard)