From all I read on the forum is its just luck if you get support. The general public with them will not take them apart in fear of warranty esp since many still believe they are going to get the 2TH upgrade in firmware that is never coming. Iirc it was you and a few others that were told that its hardware limitations on all units in the wild. With the Dragon Miners and clones they are not promised 1.3TH turbo mode and things like bitmine. The chips are capable of doing so but the hardware is not. I'm running one of the original 5 blade 40 chip boards at 1.2TH right now, but all the new ones are 4 blade 32 chip and run at 1TH. I know some have issues with theirs and I've been lucky with 4 so far and my 5th gets here in a few hours so knock on wood lol. But same with CT, HF, KNC, etc. many came in with major issues (some due to shipping some not though).
I do understand you have a large amount of CT hardware and you for the most part stand behind them. I won't blame you because I would do the same and I also know you will admit when something just isn't right so I hope this does not come off as an attack against you.
I still would buy at CT but even at 6k it is not worth it to me. I am lucky like some because if I did and it broke if I got no response I can just show up to Austin. Spend plenty of time there for cars and friends (plus I live in Houston). So can't ignore the box left at front door if they aren't there with "Please fix! <3"! Lol
the firmware updates have eeked out a bit more performance, especially in some people's systems (the ones that were under performing)... and have been much more stable... however, the new prototype box thats hashing at 2 TH/s is completely new boards with 100% new components, and new power supplies.. thus almost everything inside the old box is completely new in the new version, thus there's nothing much to upgrade.. its pretty much a new box with nothing common from the old one except the beaglebone and some wires. that probably explains why it took a bit of time to get working, and also explains why they can't just rush it through production because the supply chain of components isn't the same so needs to be sourced from somewhere. it is, however, the same identical asics.. so that bit is good news.. their asics did indeed hash at 500 GH/s, as they always claimed. just not with the board or power supplies that their subcontractor had designed for their initial system... thus back to the drawing board for everything else. pretty much the same story with KncMiner as well.. and, for that matter hashfast. these guys all shipped systems that were then upgraded with noticeable performance improvements when they had the time to redesign their boards (probably in all three cases it was about delivering more power to the asics via optimised dc/dc circuit design).