Broken printer head wheel

While in the middle of a project this weekend my printhead wheels broke. One completely split and the other is holding on by a thread. I have emailed customer support and have not heard back. I need a replacement wheel ASAP as I have a project to complete. How do you receive a new wheel as they are not on the website. I have had the Glowforge since December last year and it only gets used for hobby crafting.

I’m in the same boat. I’ve emailed customer support but still waiting to hear back.

I’m so sorry to see that the wheel has broken. I just replied to your email with the next steps.

We’ll continue to work on this through email, so this post will be closed.