[FormerRotor]

No worries, mate. I think it's all about how you ask. I'd shoot them something to the effect of...
"Good evening,

I hope your week is going well.

I am having an issue troubleshooting one of your JBD units. I've checked what I can of the wires and connections but can't seem to successfully figure out the problem. I think i may need your help. Do you think it might be possible for me to ship the unit to you for diagnosis? I'm hoping that you will be able to quickly identify what is wrong and if it is better repaired or replaced. Thank you in advance for any possible support which you might be able to provide. I have to say I really hope we can fix it as I can't imagine my d without it.

Thanks for making this product for us!

-Diaz"