@dan sated in the December update,
" We transformed our Customer Success team.
Being part of our Customer Success team is a tough job: you have to know your electronics, your optics, and your software inside and out. We decided that we needed it done right, so we decided to do it ourselves. We stopped outsourcing any of our work and tripled the size of our team. Now, any time you reach out for support, it’s a full-time US based Glowforge employee who’s there to help. And even with the enormous growth in team size, it’s hard to keep up for the holidays - we appreciate your kindness and patience while we make sure everyone’s printing is a delight."
So, it’s not like the company isn’t trying, maybe cut them a little slack. I personally think they have done an amazing job. Also, for all that think the company has produced a defective product he has also addressed that not in the above update, but is will below their forecast and getting better, even the Auto Manufactures have defects, there is NO prefect product this manufactured on a large scale, after all humans are involved…