even before the A1’s were released, this has been a common issue going by the number of posts here regarding the quality and response time of support issues. This isn’t directed at the OP but is related, does anybody search anymore or just simply ask hoping someone is going to give them the 100% correct answer?
Granted this isn’t like the old days but that’s how it works when learning anything, experiencing anything over time. Something you are not quite sure of search on it and you may find the answer yourself. But considering 3D printers 99% of the time what works for someone else will not work for your situation.
Back on topic, I suspect one or two things. Maybe BL thought their printers were designed to work out of the box and for the most part they are (Unlike practically every other printer manf. out there) so they didn’t plan on having to provide as much support as anticipated (side note below) or perhaps consumer/seller relations and/or interactions and/or what is expected to transpire when someone buys something is different for China and it’s citizens.
Side note that maybe BL didn’t expect, a number of people who have never printed anything in their life and are just now getting into it - appears to be a different type of beast or something. ie, as if they expect not having to know or deal with the little things that make or break a print but simply just want to hit the print button and not have to deal with any gotchas discovered along the way. That right there is a different consumer than those learning the trade over the last 10/15 years.
0.02 cents - for what it’s worth 