I had the same response from them today, the machine in the video I posted earlier seems to have defective hardware as well as I can’t save kits/patterns or do firmware updates via the sd card. The problem is that some of their MCU boards seem to have too much pcb material at the side of the connectors - the connectors are too far from the edge, so they won’t connect properly. That excess material is what needs to be filed away.
That being said, you only have an MCU board when you have a newer revision of the machine - when I opened it, the MCU was fixed on the main pcb, I have an April 2022 revision - the June 2022 apparently has the separate MCU board. I’ll have to send mine in for a replacement, but I would have attempted to do the repair myself. However, it’s really a big ask for a machine with that price tag.