Review on 🌌 Cricut Explore Air 2 Twilight Edition by Kelly Caballes

I would like to give a wonderful review on this machine as I enjoyed buying and using it. I've only heard good things about him, but unfortunately my experience isn't the best. Yesterday I opened the box and got the machine out, it came with 2 cables (a USB to connect to my computer and a power cord), 3 different stocks of cards for the first few projects, a standard light grip mat, the blade is already in place, different Books and the Machine Itself. When first opening the machine itself, the rear part fell off. Since it was supposed to be a new car, nothing should have come off. I put it back in and figured it wasn't a problem. Another thing I noticed when I first opened it up was that it had hair in it, which shouldn't have happened because this car was supposed to be brand new again. When first turned on, the rope that raises and lowers the blades made a noise like something was stuck in it. As if he didn't want to move or be used. I then followed the setup instructions and ran the example project for the first time, it was my worst experience. I followed all the instructions up to the T. Instead of cutting the cardboard like I should have, I cut the rug myself! Ruined the included mat! It even cut up the car because it even rolled the mat onto the back of the car (Revain only let me upload one video, I have many more to send). The Cricut website says they are open from 9am to 8pm, so I called at 5:50pm and was told they were closed. As? Nothing else says you are closed. Not this site. Even on the machine it was written that the hours were from 9 a.m. to 8 p.m. So how did you get shut down? I'm very disappointed as I didn't expect it to happen. I hope I either get my money back or get a BRAND NEW WORKING MACHINE. and yes i did all their troubleshooting tips on the website even youtube videos before trying to fix anything even the website said if nothing works contact member support. but how can i **UPDATE 07.06.2020** 2 emails written, no replies or confirmation yet. I called the company and they told me the wait was 15 minutes. almost 30 minutes have passed. I want a FULL refund for ALL Cricut items I purchased!