You said it yourself. You had only a "quick question." Eric was also very responsive btw.
But when it comes down to diagnosing more complex issues with the unit (which is expected with first iterations of new products understandably), they fell short imo.
I spent (and have) 5+ days worth of fb messages and emails of proof that I tried everything they asked to diagnose it. I shipped my unit back once and it was supposedly repaired. Then other issues popped up once returned, so they requested me to ship it back.
A bigger shop with more resources would just ship me a new one with a return package for the older one. I'm over it already, but it was a PITA.