Similar horror story about Shuttle SP35P2 Pro. The system would not boot (DOA), so I RMA'ed it to them. They made me pay for shipping and said it is standard practice which I was all right with. Fun starts after that: They did not locate the package for four days after UPS delivered it. As I was forcing them to tell me where it is, all of a sudden the package appears, it was in inspection that is why they did not know where it was. I mean how fishy can you get? Entire point of RMA is inspect and replace and while in inspection they don't know where it is. Also, they tell me that the side panel is scratched and they have to send it to Shuttle itself for there is damage. I am then furious, since either they made up this scratch story or they scratched or damaged the unit themselves. I am sure there were no scratches on it and the way it was packed UPS should attack it with swords to put scratches on the side panel. Then I tell them all these and ask for explanation. They DO NOT REPLY! Horrible customer service, most probable unethical behavior. Never shop from these guys!