I have had a similar horrible time with their support. My machine died in August, took weeks for parts to arrive. Finally in January they offered me a refurbished replacement machine. Replacement machine was in significantly worse shape than the nearly brand new machine I shipped them back.

The replacement machine had a frozen bed as they neglected to install the bed retaining screws when they shipped it. I was able to unstuck the bed, machine is now requires a z-offset of 0.9 to even operate properly. Heat bed is very warped on the left hand corner. I suspect this is due the absolute garbage job they did on the packing for shipping.

Support is sending me parts but I have zero faith now in elegoo as a company.