Business ProfileforGlowforge

March 3, 2021 the order was placed. I received the Glowforge Pro April *******. I paid for the 3 year extended warranty on December 28, 2021 when it was offered to me. The total amount spent on this Glowforge is $6,765.94 with the extended warranty. I have an extended warranty coverage until April 20th, 2025. I initially reached out to Glowforge customer service via email on September 6th, 2024. Included in my initial email was an explanation of what was happening to my Glowforge along with photos, videos, steps Ive taken, and the gift of good measure - all of which is typically requested when asking for tech support and I wanted to save time and the hassle. I called Glowforge on September 9th and spoke with ****. She was able to confirm it wasnt able to be fixed remotely and that my extended warranty will cover a Glowforge Pro replacement and it would be submitted that day. September 10th the replacement order still wasnt placed so I called again and waited on the phone until it was placed. I was sent an email confirmation that said weve prioritized your shipment ahead of new orders. We will ship your replacement printer within 14 days and well get it out faster if we can. I hadnt heard anything since then, so Ive been reaching out intermittently for updates. On Thursday September 19th I contacted the warranty company to confirm Glowforge submitted a claim and they didnt, so they helped me process the claim and said to contact Glowforge again for an update. I was assured it would ship by the 24th. Its the 24th and it still has not shipped. I called again, September 24th, and **** has now told me they dont know or have updates on when it might ship. I have asked for a supervisor multiple times because its clear something is wrong, and they have refused to transfer me. Instead I have been put on a list for a manager to call me by end of day and they didnt call. I would only like updates from a supervisor via phone call and email from this point forward