My wheel is broken on my glowforge after 2 weeks. Why doesn't support respond for days?

I would have never purchased if I knew how terrible the customer service was. Why does it take days to respond? They have no idea when the new wheels will be in? Has anyone found wheels on the cartridge that will fit that aren’t from glowforge? It is a joke its breaking after maybe 20 hours of use??

I’m so sorry for the trouble you’re experiencing. Since we’re continuing to work through this via emails I’ll send details to you there.

We don’t know of any other vendors who sell this part because it’s custom made for your Glowforge, but I’m going to leave this post open for a while in case someone has a solution for a spare part.