Your post was not posted at first, because the forum i do not know why, thought it was a red flag, so when i checked i had to approve it manually. Sorry about that.
I checked and the email its received on the inbox of support email. They will answer you, when they see it on Monday or Tuesday. I am sure.
It is me who made the survey that you talked about because i really wanted to know the real opinion customers of the brand right now to see which points to attack and improve ;). I also deal with social media, marketing and influencers, so i like to listen to the customers.
If someone else is reading this is , i will explain, because some of you already did not want to post here, you can also send me private message with the info no problem if you are afraid
When i ask those questions, is because in order to speed things i need to know that information.
1-We understand by Serial Numbers , not by model name, because each batch of serial numbers may have a different configuration, a different component inside. So when we talk in the different departments, tech, support we always need to know exactly. Specially to find the links to the software.
2- Ask where it was bought, because if its by Aliexpress, it needs to be hadled by Aliexpress colleagues, amazon the same etc…that means send a message to the store where you bought it. My colleagues in official store normally,( the emails of support, after sales) etc… only mainly handle if its bought through chuwi.com. If its by another store, they will tell you to go where you bought it.
- And we only offer warranty if its bought through Official stores(i am going to write a post in which i list all of them here) if its by resellers or others we do not. Things must be paid then…if you want to repair something.
3- When i ask for videos, pictures is because many times is something that could be solved maybe with software, or other customers had the same issue and can help, or people who normally answer in the forum and know about computers they also can help. And also, because my tech guys will understand better if showing pictures and videos, is faster 
4- If i ask where are you from, it is specially to know where to send the computer to repair, for example in Europe, we have Germany repair center, if its other countries it depends, and mostly would be sent to Hong Kong for example for motherboard issues.
5-On the meantime only me, read and answer the forum. I read every single new post every day. .I normally answer same day, or next day if there is something i need to ask tech, that needs to wait. So if you do not receive answer, is not because i ignored, but because i am waiting for a solution that i cannot solve and i am waiting from someone in the office ;). By the way i also need to have some rest on weekends¡ please be patient ;). If in 3 days no answer at all, please you need to @ me , so i will come back.