Unfortunately, and with no disrespect to the OP, we are only getting one side of the argument (I don’t see Adrian coming on here, so this will always be thus). A big part of the problem here, I think, is the ‘joy’ of Google translate, with English not being the mother tongue of either party and some finesse and idiom being lost (I could of course be wrong). Add to this the BC collective ire being piled on and we have torches and pitchforks ready to go.
My own personal experience has been mixed, but on the whole, positive. However, I had a question that I needed answering about the pickup wiring in one of my Elwoods a while back and I felt was getting stonewalled a bit. As I was looking to replace the existing pickup with a Delano, I got the very nice chaps there involved (the wonderful Reinhard) and they got the answer I was after. Similarly, a friend of mine was in discussion with Adrian and it was becoming hard going, so he got a German speaking friend to phone and it was sorted super quick. This is of course not ideal for a company that sells internationally and not what you want. This is clearly an area that needs addressing if this kind of situation is to be avoided in the future.
I hope the OP gets some sort of resolution that he is happy with, but I imagine it will always leave a bitter taste, which is a shame, no matter how much has been spent.