I don't want to get into another "he said, she said" contest on this; but customer relations at Versalab seems to work this way. There are two issues here, the construction of the grinder and the quality of Versalab's service.
On the construction of the grinder. The same email Laura quotes had this as my final status report:
I'll reseal the unit with more loktite and see if it works at a looser setting.
It didn't. That was my third and last try; and I didn't email them again.
To be perfectly honest, everytime I opened up the pulley-wheel and axle assembly, I got angrier and angrier. I had paid $800 odd for a grinder designed so shoddily that the main transmission was held together by a simple bolt that had to be set just loose enough not to destroy the bearing, and still tight enough to transmit the grinding force. Let me explain this:
-- a slotted screw has a better transmission than this, it has a slot, and the screw driver pushes against it sideways;
-- imagine trying to twist open a screw which has a nickel sized flat head by pressing down on it with a screw driver that also has only a nickel sized flat end, using only the friction created by the downward pressure to generate the sideways torque;
-- now try grinding coffee with the same arrangement;
-- now be told that if you press down too hard, you'll damage the bearing underneath
-- that's how the pulley to axle arrangement works on the M3 grinder
I gave up on trying to "tune" this bad joke with loktite, and acetone, or whatever else they would come up with in the next iteration. I reset it so the bearings are overstressed, but so that nothing slips either. When the grinder stops working, I will throw it out. Life is too short not to cut ones losses.
On Versalab's service. Perhaps, I misunderstood the emails; and perhaps, if I had sent the grinder back they would have repaired it properly at no charge to me. However, for me, the time for that is past. Every problem with these grinders has been interpreted by Versalab as not resulting from their design screwups, but from us grinding beans that are too hard. If I sent the grinder in for free repair; I would be tacitly agreeing to this spin on reality. I don't do that.
On the overall experience: This is a great grinder in its basic design and in its materials. It performs very well when it does work. However, I have no confidence anymore that Versalab can do the detailed assembly engineering required to build what is essentially a powertool, something that has to stand up to high repeated stresses. This grinder is less able to do that than even the many ultra low cost home grinders I've used up over the years. Versalab would be better off licensing their design work to a company that can build such tools.