Sorry - the Florida local office is a support and repair center (and some logistics). For financial transactions the Shanghai office is the only option.
I have similar issue, pimax 5K+ is keeping connect and disconnect, all USB ports are tried, no luck.
later It was fixed by adding a PCIE X1 to USB extension card.
Added pokes to your post. Where you entered your support ticket also poke them there.
Very well could be like mine that they just replaced. The plug on the HMU is bad.