Terrible Customer Service from Bambu Labs

After less than 2 weeks with my X1 Carbon Printer, Motor B failed. I followed the troubleshooting steps defined by Bambu Labs' website to confirm that it was actually a motor failure as opposed to the MC Board failure then submitted a ticket for assistance as directed. After waiting multiple days for a response, I finally heard back from someone asking me to complete the troubleshooting steps that I had already completed and stated that I completed in my initial message.

I have spent the entire week going back and forth with Customer Service and am ready to just return the printer to them - I receive, at most, a single response from them once every other day and have now been without a printer for over a week. The printer was great when it worked but for the price of the printer, Customer Service should be significantly better. I have nearly had a $1,500 paperweight for the same amount of time as I had a working printer.

Has anyone else had similar issues with their printer? How was the experience with Customer Service when working through it?