About a year ago I ordered a Mantiz Venus (from Mantiz's website) for my Dell XPS 15 9550 that I've used mostly without issue since receiving, it until about a month and a half ago.
As far as I can tell the PSU for the Venus is shot, and after talking it over with Mantiz' company representative (presumably @mymantiz_john who I know was active on these forums at one point) they agreed to look at the PSU and the PCB (for a prior issue: couldn't downgrade the firmware on the PCB, didn't seem worth the trouble of fixing it).
Since it was probably a defect in the Venus' PSU (and the previous issue with the PCB's firmware), Mantiz offered to pay to ship (via DHL) the component parts of the enclosure to themselves so that they could run diagnostics and replace them if necessary.
The Mantiz representative with whom I've been communicating (via Facebook Messenger, unfortunately) asked me to disassemble the Venus and ship them the PCB (which can be further disassembled to a pair of PCBs) and the PSU, to save on shipping costs.
When they sent me the generated paperwork for shipping the PCB(s) and the PSU, I looked it over and saw a couple of things that troubled me:
They declared a single item (the PCB) omitting the PSU entirely.
They declared the value of the item(s) being imported to be about $20USD, which is much less than the MSRP of the Venus, even accounting for the fact that I'm only shipping the Venus' components, not the enclosure itself.
I brought this to the attention of the representative with whom I've been negotiating and he agreed, asking for one business day, to generate the necessary paperwork again, but declaring the PCB and PSU separately, with a declared value that is more in line with what the parts are worth. (I need help from y'all on knowing how much the parts are worth in this context)
That was 12 days ago, and the pair of followup messages to the representative have been met with an automated message about getting back to me when they are able.
I'm a bit stuck on what to do next. My Venus has been broken for almost two months and I'm starting to get impatient about getting it fixed.
I'm not happy about posting this exchange here (it makes the company look bad, and by all rights I've been pretty happy with my Venus) but if Mantiz refuses to communicate with me about this issue, I'm not sure what else to do.
Never having had to ship something internationally like this, I'm also wondering if my concerns about customs and declarations are even valid in this context.
A little help?
Edit: mods, I seem to have posted this in a subcategory that it doesn't belong in, are ya'll able to relocate it to somewhere more appropriate?
To do: Create my signature with system and expected eGPU configuration information to give context to my posts. I have no builds.