Flir Support/repair is horrible or not?

[marty]

So I bought a Flir TG-165 about 4 months ago and just started using it recently for equipment repairs. Works fine for my purpose which is to see what gets hot on sparsely populated boards.

Charged it up and used it about 4 or 5 times then I get a yellow line across the screen after the sensor refreshes the line disappears.

I ended up contacting support October 26th, 2016 and they said it's probably an issue with the lepton sensor and I should contact repair@flir.com so on October 31st I did. So after hearing nothing from repair, I emailed the original sender back on Nov. 2nd to notify him I have not heard anything back and I also asked a few more questions. I got a response back Nov. 3rd with just about the same canned message as the original response. I also wanted to know the turnaround time which went unanswered.

I was considering getting a Flir E-4, but now after this whole incident, I am reconsidering it.

So I guess my question to you all is is this normal for repair?
Is asking for a turnaround time unreasonable?