My recent experience with FS.com hardware is ....
This product was actually shipped from Asia, not the USA, even though the online site said there was stock in the US. As a result I got stuck with a large customs import bill.
As someone else said, next time simply go "I didn't order anything from Asia - send it back" if the shipping carrier tries to collect customs fees from you. You could ask FS to refund you the fees - presumably they pay the same fees to import their product into the US and sell it here. On the other hand, if you're talking about the customs "processing"* fees that the various shipping carriers try to charge and not the actual customs fees, then you're probably stuck.
* This is like the "regulatory compliance fee" on your cable or cell phone bill - despite being lumped into the "other charges and fees" to try to fool people into thinking it is a real government fee, it is just another way for the company to extract more money from you while claiming "We haven't raised our rates!".
Poor documentation throughout. Even enabling the web interface was a bit of a challenge. There is no documentation for the web interface itself.
When the Web interface is finally enabled it defaults to Chinese and there is no English button to turn it on.
Poor technical support. Only my first two questions were answered from someone in Germany. I called the local support number and was told to submit my question by email.
I entered in four technical questions online. They were marked as solved but no answers given. Other questions I submitted by email were never answered.
There is no support area to see what the latest firmware is, etc. I asked support about firmware and was never answered.
Doing even simple things like setting up default gateways are not actually documented and I had to resort to other vendors documentation to figure it out.
The Web interface does not include anything to do with DHCP.
Jumbo frames are NOT supported even though the specs say they are.
I never got NTP time to work no matter what I tried despite having multiple other devices working fine with the same NTP server.
As far as I can tell, lots of the FS electronic equipment is OEM'd from various mainland manufacturers - at least, I've found the exact same equipment for sale from a variety of suppliers on dhgate, ali, etc., just with different chassis colors and without the FS logo. Given that these other suppliers often have a larger variety of units and optional interface cards, I think FS is OEMing a subset of the available models.
This complicates tech support for a number of reasons. First, FS customer service has to process the questions themselves, probably translating into Chinese for the technical people. I have not confirmed this is the specific case with FS, but it has been my experience dealing with other Asian suppliers. Next, once the FS engineers understand the problem, they probably have to talk to the actual manufacturer to get answers. Then the answers need to come back, get translated into English, and sent back to you. They may have been mangled (or lost) along the way, which may not be the fault of FS. I have identical FS and non-FS equipment (the latter apparently from the real manufacturer) and answers to technical questions have been about the same - often unanswered, and sometimes perplexing answers which indicate that whoever wrote the answer didn't understand what I was asking.
FS has responded to a number of the issues I raised and provided updated firmware when pressed (in one case I had to point out to them that they shipped me 4 of the same product in the same order, with 2 different firmware versions, in order to get the update). One update utility had all of its prompts in abbreviated Chinese, so it was apparently for use in manufacturing / production and not for end users. I understand that - there's no point in translating it if they never planned to supply it to customers.
On some other issues, I am still waiting for answers, but the equipment is working so the issues are less pressing. And they told me how to switch the front panel menus from Chinese to English (no, it wasn't a switch so I can't help you with your specific issue).
I have commented to them about the inadequacy of their documentation quite a few times, and at one point they asked me for a
sample of my technical writing. Nothing came of that, but if they're selling enough equipment, they probably don't think it is a priority to provide better documentation.
RE your comment on NTP, lots of low-end devices don't actually NTP, but a cut-down SNTP or even "time" (TCP port 37) service. A tcpdump / wireshark / etc. packet trace on the management port would probably tell you what it is trying to do.