Just got the F1 Ultra and it seems to have arrived defective.

I mainly got it for the embossing ability, so I went straight into trying a 3D slate. It died less than 1s in and said Error code BOARD_FAN. It refuses to work until rebooted. It was just the emboss, but now it's also when engraving with the IR.

The response from the helpdesk was that “R&D are working on a fix” and not to use the emboss.

I can't tell if they're giving me a generic response because the real team doesn't work weekends or if they're saying it's a known firmware issue and they knowingly shipped me a defective unit.

Is anyone else having these issues? Or had dealings with the official support? Is this normal?

 UK based, so the time difference is also a pain.