Coollaboratory Metal Pad - overheating issue after a period

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What has the manufacture said about this? I'm sure they would have far more insight than we. If you have or get an answer from them, would you please let me know? I am truly interested in a positive outcome.

I 've been trying to contact manufacturer since before I made my purchase, and several times after (including now, with my issue), but I got no reply from them. It's a German company, but it's a mystery why they won't respond to emails.
So, after all my experience until now, I would recommend to anyone to stay away from Coollaboratory products. For liquid metal users, there is Conductonaut from Thermal Grizzly, which anyway seems to have twice the thermal conductivity as compared with CL.