Over the past 15 years I've been operating various types of helicopters and I have had various issues with all of the manufacturers and their representatives (Bell, RR, Airbus, Safran and Leonardo).
So far, I've always had the impression that their reps should be on an exchange program with Robinson to learn about "Customer Support" and "How to treat your customer the right way".
RHC has always been very friendly and helpful when we needed them. It's sad to hear that in this case (obviously) something really goes wrong.