They responded during their same workday
They responded during their same buisness day - they are 13 hours ahead of us, so I wrote late at night for me which was afternoon there, but I still heard back. I have 3 of their printers, this was about the Box on the Q2. Charlie gave me a complete troubleshooting guide - one of the items help me find the issue and fix it, no parts needed. In the past, Linda was quick to send parts for the X-Max 3, Charlotte eventually did on the Q1 Pro, and I've not actually needed any warranty parts for the Q2 in a year. Overall, I rank their customer service the highest (3 brands experienced) on FDM printers.