I imagine some of the issue is that they kind of take the Fractal approach of ordering batches of product from Chinese manufacturer . . . but unlike Fractal, they don't ever seem to have parts on hand to make repairs. Maybe they still haven't learned to keep a few pieces on hand for parts or warranty replacement rather than selling everything that comes in?
I don't know if you still can or not, but used to be able to find Tom King on Facebook, and the return shipping address was literally his home address...and Zillow showed it to be a nicer house than Atomic Amps revenue could secure purchase of. All of this to say, it's always seemed like a side-hustle to whatever his main career (or possibly his partner is the main bread winner, who knows). If so, that would explain why sometimes he's super on and sometimes he's totally tuned out.
At this point, I'm not about to roll the dice on anything "Atomic" with a price tag north of $200 until I've seen a full product launch and 18 months of support that looks like "WWFD?".