The ticket I opened to say “tell me how I can give you money for spare cables” was immediately dealt with. Everything else…crickets…lol.
Thank you @Atom and @brent113 for your feedback. 
I requested support by mail on October 6th, then 16th and despite their server correctly received both of them I just got silence back.
Today, November 6th, I tried to copy/paste/send it again and I think this time Mars, Pluto and Venus were aligned because I received a support # back after 1.3 seconds.
So, who knows what happened with Zendesk.
@brent113 Many compliments for your Winter Tickets Collection 
, good to know one can request spare parts to SM directly.
I submitted a support ticket and got a useful response 7 days later. This is not World Class but seems to be getting better at least. I hope this is a trend that shows this company is back on its feet when it comes to supporting it’s products.
I have made a ticket at 24.09.2020 and have now become my replacement. When you consider that the universe was formed thirteen billion years ago. An extremely short period of time.
@Toxic
but how many dog years is that? lol
The answer is 42 
Love me a good hitchhiker’s reference.
Is that shorter or longer than the time it takes to count every vote?
-S
Hopefully shorter, but in reality probably longer lol
I would think that both are on the way to the infinity vortex
Nothing like high effort pointless bad statistics. Sign me up.
Extrapolating from the medium dog column from here, using a splined curve fit, we can find the age of the universe in dog years is:
59,122,506,289 years
You’re welcome.
I meant how long has he been waiting in dog years… I feel like the difference in the age of the universe is negligible, given dogs haven’t been around that long XD
Edit: but I must say, very nice math! Good to see your putting that PE license to good use 
Excuse me but of course the answer is always 42.
In fact next Tuesday I will celebrate my 42nd day of waiting.
A month and a half later still nothing. What’s even more depressing is the fact that I know Kai is busting their ass because I see responses on here and kickstarter every day. I’ve been told multiple times my issue is being brought up to their colleagues, but sadly those people either aren’t caring much about it, or have an absolute shitload of people with issues, which is very scary. I wish I can just buy a new linear module from their store then try to get refunded for my defective one later. It would be nice to actually be able to use the product I’ve spent over a grand on…but maybe I’m just crazy.
You would not believe that but at day 43rd I’ve been able to get a ticket running with the support. The magic of 42 did it.
They asked me a video. I sent it along some pictures showing temps between 50 and 70 °C on the linear modules outside cases.
I’m still believing all of this came from a bad batch, all the delays due to an internal reorganization and everything will be perfectly solved. It’s almost 2 months I’m not using my printer.
Hope you guys are getting some answers too.
I got thru to support on my linear module issue after 14 days.
I send a new ticket request for pricing on spare parts and got it in 3 days.
They charge 145 for linear module
115 for print head (which i thought was very fair)
I told them i’d like to proceed.
Hopefully this information helps you.
(I had asked if they recommended anything specifically which is why he made the suggestions on the top)
I told them I’d like two get two linear modules and one spare print head.
Keep in mind they are making a dual extrusion head, but for 115 it was worth having a backup to me.
I wonder why they recommend a spare laser module? Seems like that would be a pretty simple and reliable piece? Maybe I’ll have a spare when they release the 8(?)W laser.
Thats a good question, evidently they don’t think much of it to suggest it when I didnt even mention the laser haha
I’ll wait til the stronger one is out
I havent even tried the laser out at this point. I am totally focused on 3d printing, and actually I am currently more focused on modeling right now. Starting to figure this fusion 360 out.
I was on a trial for inventor lt and was about to buy it, but then it said they no longer offer licenses for inventor lt (missed the cut off by a couple weeks I guess).
I am about to start learning F360. I learned on Solidworks initially but F360 seems better if for home use so I’m gonna make the plunge. Yea, super strange, a diode laser is a simple thing, the only real thing that can cause it to fail sooner is heat (I think). I am SUPER excited to start lasering, I already have a queue of stuff to laser out when my machine arrives.
Just a little update, I’m worried it’s not a good one tho.
Checked emails this morning and was overloaded because I’ve been extremely ill for two weeks including a stint in the hospital. And I see a email from snapmaker and got excited and relieved. But it said they are changing the status of my ticket to closed because I haven’t responded in 7 days. Sure enough in my spam they were trying to confirm my address and I was in the hospital and couldn’t check my email. I replied to the email just now but if it’s closed is that it?? Do I have to submit another complaint ,get a new ticket number, and wait another 2 months to get a defective machine fixed?!?!?? I hope that’s not the case but if it is then that isn’t a good system for support.
I’m sure they can unclose the ticket if you reply to the email explaining the situation.
Unfortunately it will probably take 1-2 weeks for them to do so.