Their customer service is poor because their cannabis division is about 1% of their income they dont give a shit about you buying their $300,000 machine when their deals with exxon exceed Billions. If you do enough business you can get direct lines to their cannabis tech guys. I have these techs cell phone numbers and they have been very useful to the companies I involve myself with in the past.
Since our friend here would like to process roughly 1000kg a day which is more than anyone on this website produces(I am willing to bet but not 100% confident) I am sure their customer service will take them a little more seriously.
I think their customer service is good compared to the amount of resources our small cannabis space provides for them.