I received a replacement unit yesterday and I’m up and running again. They said it would be a refurbished unit but it looks untouched so I’m very pleased. Besides sending a link to an incomplete repackaging instructions, Glowforge has been outstanding to work with and very fair. $200 for the repair an $200 for shipping seems more than fair to me. Not to mention they got the replacement unit out within a few days of the notification.
I use social media to promote companies with good customer service and to warn people about companies that aren’t good. Glowforge has been way above par in every aspect of this ordeal and I’m happy to share it.
EDIT: Turns out the problem is probably related to the ceramic magnet and not the Glowforge lid. Check out this video… https://youtu.be/QhlmKHbPFhU
Put tape around your magnets if you use them.
I accidentally dropped a 12 gram magnet from 18" above the lid and it annihilated my glass lid assembly. Just a little word of warning… don’t handle anything hard anywhere near the glass on your printer or you will have 5000 tempered glass beads for souvenirs to remember the occasion