I sent an S17E to great voyage. First they return shipped to the wrong address, they forgot the last digit of my address, so the address didnt exist. It ended up getting shipped back to them and then they left it sitting in their warehouse for a week before shipping it again. Then when i received the machine, it was in worse condition. When I sent it in, 2 of the 3 hashboards were working. after their "repair" the machine would not boot at all into the operating system. Pressing the IP Config button would not work, i could not get IP Reporter to detect an IP. and the lights on the back were solid red and green. Not to mention, the heatsink that had fallen off, was still lose!
I just shipped that machine to MYRIG in denver colorado. Ive already accepted that this machine is a total loss, but if myrig fixes it, I have 4 more machines that need repair that I will send. Since they have 2/3 hashboards working, I do not want to unplug them and risk shipping them to come back in worse condition.
The IP config button, in a nutshell, does exactly "nothing".
My guess is that they had it set on static IP on a different subject than yours, probably all you had to do was to reset the miner using one of the few methods available, the most effective would be Sdcarding the machine, but hey, even if that was the case this is still a terrible service, let alone the shipping issues you mentioned.
But why would you send a working miner for repair? just unplug the bad hashboard and send it, why risk 2 working hashboards and waste potential earnings? it's pretty easy to take them apart, if the repair service insists on sending the whole miner with an excuse that they don't have the control board and PSU required to test the dead board, you are probably better off not sending it to them in the first place.