Hi @lydiajeanart I just replied to the main thread regarding the laser trouble occurring, and finally able to reach one of the Customer Care team members on the phone.
@evansd2 kindly included correct information about my role, and my genuine care for helping customers. I’ve also been a customer, which drives me to do what I can to help a fellow Glowforge owner in need. Part of that includes streamlining communications to reach the needed team, so I’d like to close out this thread and continue to communicate through the main thread at https://community.glowforge.com/t/3rd-replacement-and-laser-went-out-again-company-wont-reply-or-return-calls/140653/10