Ecoflow Fail

I have a 3 month old Ecoflow River Pro. The unit has simply failed with an overload issue and is unsuable. battery shows 100% power but the feed to devises requiring power fails during load shedding. I advised of my problem and was asked a whole lot of questions which i answered promptly. and the moment i provided the answers - Ecoflow support went silent. Do they only ask questions quickly to delay feedback - and then when they know its a real problem they go quiet. Worse yet i have looked at loads of google forums and my issues seem VER common for this unit. Yet no proper feedback from Ecoflow?