Completely dead:(

[xchrisd]

This is the thread you are looking for:

Support response time?

I would also like to update you guys about my case which was totally resolved by the support. My ticket was brilliantly handled by Tracy. We had a brief conversation during which we did some checks on my linear rails in order to understand the problem and what can be done about it. The checking ended up by realizing I needed a replacement. They sent me a very well built package on December 2nd that I received on December 7th (Italy) without paying any additional taxes. I’m now fully operation…

Normally support needs a few days to respond, I guess in case of warranty it gets a bit faster.
But you have to be fast, Chinese new year is coming and then all is closed for one month in China.