@ITmaze pointed out in another thread that it’s currently a chinese holiday through Oct 8th. So you likely won’t get a reply until then (and they’ve been slow to respond recently anyway). That doesn’t excuse the one week wait though.
Also remember that they work in the +8 timezone, so their response likely won’t come during what you think of as “business hours”.
You’re not the first to be frustrated with their support. They’re a small team, and the v1 kickstarter shipping season was hard on everybody too. They were mostly responsive again once the kickstarter was done shipping.