Patience is key with the customer service :-)
You need to have a tone of patience with customer service. Especially if you are ordering from EU. I ordered G9 for easy NAS solution @ home. After waiting for 4 weeks and a half dozen mail exchange with the customer service the G9 has arrived. After testing a few days, just decided to return it back, it was getting hot. I sent it back to GMKtec Germany (I got the adres from the customer service), after 5 weeks the package returned back to my home adres, the package couldn't be delivered, wrong adres (mind you, as a customer i have to pay for the postal service). After i expressed my dismay, the customer service offered me under their expense the package to sent it again (this time to their headquarter office). I just decided to keep it. Customer service has send me ssd as a compensation & i like the politeness of their communication style. I am using G9 just for other staf than NAS, after all it is not such bad for that price.