Experience with techical suppport of enbedded computer manufacturer ICOP?
 

Hello to all of you:
It's my first post in this forum. We are manufacturers of industrial controls www.netcube.ch and we use hundreds of embedded computer ICOP 6115. www.icop.com.tw
I would like to know your experience with the technical and customer support of this manufacturer of embedded computer in Taiwan. Ours is unfortunately not good at all: we are never informed about technical problems, and if they happen their answers to our mails are as short as possible without any technical explanation
Example
Last year we had random characters output on COM2 of their ICOP 6115 boards when nothing was connected: After repeated mails to the manufacturer, we got following answer:
"we use 2 types of RS 232 chipset: check the chip on the board if it is ADM313 remove 2 pull-up resistors nb 212 & 213 from the board. For TRS2131 do nothing"
We did accordingly. A few months later customers started to complain about random characters on COM2 with the chip of type TRS2131 which was supposed to function correctly with the two pull-ups resistors, we enquired at ICOP they answered: "remove also the 2 pulll-ups resistors, thank you for your understanding". We had to recall more than 100 of our controls, you can can imagine how our customers were feeling!
Their products are good but we are extremely disapointed with their customer service attitude.
Does any one has better experiences than us?
Thanks in advance for any infos
Charles