After 3 weeks, UM Aus still have not answered any of my emails, but luckily UM labs are much better and despite some communication issues, they managed to solve my problem. I would recommend people to deal directly with UM labs unless you wish to have heaps of unanswered emails...
I can't help but to chip in,
UM Aus has always had communication issues. Even from more than a year ago during the UM Global promo. They didn't reply my emails most of the time and I had to email them more than once over a span of a few months to which they finally replied. It seems that they have not learnt from their lesson.
I never advice anybody to go through them at all, rather go directly to UM labs or Stephen Guo at custom-iem.com