With COVID-19 going on, they are accommodating their customers. Myself included (twice in the past year (M700/DirectStream Sr. recently) . The M700 was repaired & returned within 2 weeks and the DSSr. also around 2 weeks. M700 was a repair based on my incompetance. The DSSr. was “no fault found”. Both were under warranty. I try not to send things to them to check out just for my curiosity because they are busy and trying to accommodate RMA’s as best they can under these trying times.
I understand your frustration and as you can see, everyone is doing their “sound” best to help you out.
Try getting a Chinese based/Asian Audio to give you the same service…good luck with that.
Patience is a Mother…er.