HI tangmu - I can see they did try to respond to you but looks like they accidentally marked the message internal. I pointed this out to the SH team in a message. Tickets like this are typically processed quickly so my guess you will see a status when the team arrives in the morning.
@PimaxUSA@DerekVVV thankyou for the replies.
It is obvious to me that the lack of action is primarily coming from the China side. It’s Monday 7pm in China now and still my support ticket SUPEN-4653 hasn’t been answered for 3 days.
I believe you guys are telling them this information, they just fail to act upon it.