We can't reproduce the problem as of today. So we are advising dealers and support staff to follow this process:
1. Ask the customer to check if it is a WiFi network congestion/performance issue (does the problem persist if connected using an ethernet cable).
2. Send the item back to the dealer.
a) If the dealer can reproduce the problem, then issue a refund to the customer, and we have to take it back to the factory to figure out the problem.
b) if the dealer can not reproduce the problem, it is up to the dealer to decide how to handle it.