Hi Ferrari: Lyra is a Japanese company, and our customer service is performed through our distributors and dealer network in each country. Normally, we maintain a hands-off policy regarding sales and after-sales service, and allow each distributor and dealer to respond to individual situations as they see fit (and the truth is that we keep so busy with design, development and production that we wouldn't be able to do an adequate job at handling inquiries, customer service and relations even if we wanted to). That said, it pains me to hear that you have had a less-than-adequate experience with Lyra customer service in your country.
Please feel free to send me an email, outlining your situation and dissatisfaction, and where and how you think that our dealers or distributor in your country have dropped the ball. I can't promise anything since I don't know your situation and also since my forte is design and development rather than customer service, but who knows, maybe I can try to make things better. apologies and regards, jonathan carr