I am of the belief that phone support would not work in the case of a Glowforge, at least not in the current state of manufacturing and delivering. Trying to get a machine talking to the Wifi would be a phone support benefit, but is it worth it without the rest?
A phone support group is going to have their list of 20 question responses to roll through. Once that is done with no success, you would be passed on to a better knowledge source. For us that would probably entail one of the tech’s. I like to think they have their hands full just doing their job and am willing to bet the forum responses here are already done well beyond normal working hours (no evidence other than having worked with energetic techs before).
There is also the proofgrade concept that they adhere to. Smart move there.
With so many materials out there that could (and also some that shouldn’t) be placed into the machine, they are only supporting the tried and true Proofgrade brand. A large part of the forums today are Beyond The Manual for Goofgrade support (love that term) just for this reason. So no phone help there, but a metric ton of fellow user support and suggestions on the forum.
Moving into the myriad art and cad programs, and the peculiarities of each is way way beyond any phone help, since it is not their job to flatten the learning curve for your art program of choice. Almost beyond the forums from time to time until someone pauses their current endeavors to poke at it and figure out why it is breaking.
So your best bet with phone support is going to be those 20 questions and they are pretty much answered already here in the forum from past query responses.
Here is an often repeated response, which will probably be Phone Support Response #2 (response #1 is always = ‘Check If Plugged In’).
Use Proofgrade™ materials
Enter the thickness of the material if it’s not Proofgrade
Use material that is not warped or tilted
Place your design near the center of the bed
Clean the area underneath your crumb tray, particularly the four indentations on the floor
Reboot the machine if you see the alignment drifting
Sorry for the ramble.