Received my GF on Monday and same day reported that arrived with glass broken. I received email indicating that my machine was going to be replaced and I should wait for instructions. Assigned it ticket #104985. Several emails sent and no response. It’s been a week. Is this time frame normal?
Sometimes it can take a few days, and they don’t generally respond until they actually have the new machine set up and ready to go. Be sure to check your spam folder to make sure you didn’t miss any communications from them where they might need information from you before proceeding. 
I’m so sorry! It sounds like you’ve sent a message (or more) that we haven’t received.
I’ll look into what happened that we didn’t get your message, and I’m sorry for the trouble.
We just followed up in a new thread via email, so I’m going to close this thread.