Ours had been fine (~14 months old, Smart/40a/N6-50), and definitely does not get that warm (I checked with a pyrometer to compare the old outlet - see below), even with a long charger of adding like +60-70%, so that does sound like either a squirrely unit.
I think I've seen you post in some charging setup threads, so I think I recall you were down with the better brand receptacles - but FWIW, when I replaced our "discount brand" with a better one, the temps went down quite a bit too.
Bummer about your CS experience, I've heard such good things about that specifically, a couple of folks on another site, one got a quick replacement, the other was able to swap his smart for a standard, and get refunded the difference without a lot of hassle.