Replacement Glowforge Pro print head wheels broken

Hello,
I received my replacement Pro on December 22, 2020 and today January 02, 2021 the print head wheels are broken. The piece that the print head attaches to is just hanging by the belt. Can someone please tell me how long it will take to get this fixed??

I can see that you’ve also reached out via email and that our support team has contacted you there. To avoid duplicate communication and expedite your process, I’m going to go ahead and close this topic.