They tried to do the same to my wife. The issue turned out to be a bit of debris in the roller. (Use your brains!)
This is the SECOND machine from them. The first BRAND NEW one had the same issue as yours. The tech at the time said there were errors in the logs. fortunately my machine was just a couple of days out of warranty and this was while Glowforge was still new, up and coming so they sent a REFURBISHED machine to replace my NEW machine at their cost. Now it seems they no longer covering the $700 (350 each way) shipping and if you are out of warranty a refurbished machine will set you back at least $1500.
The techs don’t do much more than read the logs, ask you for pictures then the overall solution is to charge you and send you a used machine. and they have a REAL bad habit of sending the emails at the END of the day or the END of the week.