We provided support for this issue as much as we could. Usually we would have offered to get the focuser back for inspection and adjustment but the OP is not within the North American region which we cover.
My understanding is the local support was not up to the task which is unfortunate. We try to provide as much logical support as we can for Sky-Watcher customers outside our region but at times can not provide our full capabilities.
For this it would have been either get the focuser back which would have cost the OP a fare amount of money in shipping. Or recommend a replacement focuser.
We have no control outside our region of coverage so we can only do so much. If that was consider “weird” or less than satisfactory support then so be it.
First, I appreciate that vendors come onto these forums and contribute to the discussions. I do think they do it in as much of a neutral, non-marketing manner as can be expected.
Now, my understanding of the characterization of "weird" is that the OP had a problem with his focuser. He already ordered a new focuser, so that was not the point of contacting the vendor. I believe that his point was that the focuser seemed very poor in relation to the rest of the scope and that he contacted the vendor, perhaps, to see if the vendor would say something along the lines of, "This is how you need to adjust the focuser." Instead, I believe he got a response that was, to him, along the lines of, "Yes, these focusers suck. If you want a good focuser on this scope, buy a Moonlight or Feathertouch."
I may be totally misreading this, but that is why I think he is calling it weird advice. I don't think he is otherwise criticizing the scope or vendors.
So, I think the desired input from the vendor (or others) would be whether or not they think that, correctly adjusted, the focuser is just as good as the replacements suggested. I don't think this is a fair question since I know that a lot of people consider Feathertouch focusers to be the best, but if a vendor wants to make that assertion, I think it will certainly lead to an interesting discussion.
My apologies to the OP if I am misreading his statements.