Hello @ekoltes, I’m so sorry to see that you have a broken pulley. I see that you have already opened a support ticket with us to get a replacement part ordered. I escalated your ticket to our Customer Success team this morning and it looks as though an order has already been placed for you, order #G1372449406, and will ship via expedited shipping at no cost to you. You’ll receive a follow up email with tracking information as soon as its available.
I sincerely apologize for any past frustrations you’ve had with your previous Glowforge support experience. I hope the support you received this time was an improvement. Please don’t hesitate to reach out again should you need anything. We are happy to help.