Yes, basically they are asking to me dismantle and see if there are any obvious issues with the hardware.
Unfortunately, you *have* to open it up. I had a completely loose drive gear:
Also after tightening it up, the DEC controls got better, but I think the belt is too tight and choking the worm. I still get bad DEC movement when trying to move it under low speed. I haven't had a chance to open it up again to tune though.
I know a lot of people swear that iOptron products work great, I, OTOH, can only swear at iOptron products.