I am a HUGE fan of AEROSOFT. I LOVE the products.
As an owner of an online business I understand how difficult it is to satisfy all of the people all of the time, especially when 22% of the time a customer is being unreasonable.
I recently ordered a something for prepar3D when I'm running FSX, I sent a naive email asking if it were possible to refund......no big deal....€20 or something....but the response I received was very very terse and defensive, accusatory even:
"You ordered this thing and now it's wrong and you want to blame us for you making mistakes, read the wotsit next time before you buy something it will be better for us all"
This instantly made me want to delete all Aerosoft products and leave you to your stress.
BUT, I think that it's all lost in translation.
Politeness is tough in a non mother tongue.
In my company we pre-write the politeness in 16 languages into the email header and footer and then the responder just has to add the meat in the middle, it cuts down on repeated work and streamlines the typed responses.
Comeback on the responses sent drop to 5%.
So my suggestion for Aerosoft is to learn to be polite on a grand scale and save key personnel time.