It shouldn’t take three passes. Sometimes a cut might need a second pass, because the Draftboard is slightly thicker/denser than standard, or it has warped slightly in transit and folks don’t know to pin it down yet, but three passes does indicate a problem with the focus.
It might not be a bad idea to check the orientation of the lens in the head again, there are instructions for doing that here:
(The bowl shape side of the lens goes up into the head from the hole at the bottom.)
I think support is going to want to take a look at your machine. The good news is they are usually a lot quicker than the 3 days that the Auto-Reply email specifies these days, so hopefully you’ll hear back soon. (That’s just an outside estimate in case they get really bogged down.)
Don’t worry, they’ll get you squared away. 