This is why your customer service sucks Eonon. Instead of telling the customer "we'll contact you later" thereby delaying the response even further, you should just be giving him the damn advice now or don't even respond until you have the information to give. You just drag customers along for days and its frustrating for the customer (I think I can speak for most here).
Also, it makes absolutely NO sense why your unit is so unpredictable between units/users. Code is code and hardware is hardware. The user experience shouldn't be so vastly different between units that a code/firmware/software fix works for one but not others. This makes zero sense and sounds like bullshit. (note I work in software quality assurance)
I think the units are predictable. They're all slow. Every single person that has posted her has mentioned something about slowness,
And every person that said "wow this unit is fast" also said "I just installed this" and like most people here had a fast first experience, but as you use it. It slows down. For example my very post on here said it was a fast unit, but that QUICKLY changed after the first use.
And it's not just here, other people on other forums complain about the Klyde 5.1 units and how slow they are.
Also I think it's silly for Eonon to claim "other people haven't experienced this issue/problem" when that's SUCH a vague statement. Not everyone who has bought the unit came from here. There's probably a great amount who found them on google (like I did) without even knowledge of a place where they could leave their experience, and have confirmation that others are experiencing the same problem. And just because someone has reported to you, doesn't mean people aren't experiencing the same problems we are. Eonon is just making assumptions at that point.
I agree with you though, the customer support is absolutely frustrating. I was sent a unit with a bad screen and very dim. Eonon told me that a software fix was going to fix it. Of course this took several weeks, because they took DAYS to reply to me during this conversation, because they were always having a holiday every other damn week, and finally after my 60 day warranty was up they sent it to me, and lo and behold, the software fix did not fix the screen. They straight up lied to me, and then edited their post on here that said the software fix was going to fix the screen issue, and they removed it after I called them out on it.
Wasted my time, my money, my patience, and best of all I'm past that 60 day warranty because of how LONG they dragged me along because it takes them days to reply to something.
If they were an American company I would take legal action against them, but since they're Chinese I have no Idea how to go about it