First, always have a backup plan. Either see if a customer is willing to wait (a fair amount usually are understanding), or outsource the project! Once you’re booming, get a second machine that is the backup, and ONLY use it for the backup. You don’t want both failing at the same time.
Second, the GlowForge machine is meant to be a hobbyist or a supplemental machine. If you’re running it all day or even a lot every day, you may want to consider a more industrial machine. The GlowForge machine can put up with a LOT but the slow repair and customer service speed can really put a damper on a business.
Third, GlowForge does not directly handle sending replacements. They are at the mercy of the places that house the machines. It can take a few business days to get your tracking and such (I had waited about 5 business days to get my info, even though I had already sent my original one back). And be sure you’re signed up for FedEx/UPS shipment notifications to your house. Sometimes they get the info before support can email you.
Just have a little more patience. You got this!