Hello dear peers, We love EasyEda portal and ability to get out PCBs fast. We have been used this EasyEda/JLCPCB service for a few years by now without any problems, but on a few occasions lately we did face some rather strange questions from their staff (they call them engineers) which we never been asked before. So far we had around 400+ PCB boards runs over last two years without any visible problems (well, maybe a very few). Three weeks ago we submitted yet another board (few small modification in a mounting holes sizes) which we did already ran in different versions at least 10-15 times in a resent past. To our surprise board came back completely useless because their engineer decided to convert a clear board cutout into plated slot of different size and shape - obviously our component didn't fit into this pattern. We submitted service complain, but it does not move anywhere, and their statement regarding refund coupon didn't materialize either. Moreover, service complain is unattended for few days already. We tried to contact their support though email, bur each time different person is answering, and last one said "it was probably an error in your gerbers". So, here is the thing - we have design pattern that consists of a) top layer round pad, b) matching bottom layer round pad, and c) solid region board cutout shaped as double D-hole. 10-14 board revisions were delivered without any problems with this pattern, and we already had email exchange with the a while back asking what will be better - to implement this internal to the pads cutout through solid region board cutout, or through board outline, an d their response was "either will work fine", so we settled on solid region board cutout for clarity. And everything was ok with previous orders until last one. **The problem is not the money** (even though it was 2mm black PCB which is way more expensive vs green 1.6mm) - **the problem is that they have a hard time to admit their error** and recover fast. What customer like me (with 400+ orders in last 2 years and 30K+ spent) would expect? At least a proper communication, right? What if we would order 1000pcs after being completely happy with first 10-15 test runs and some engineer would put his/her own interpretation on implementation? Our communication with support does not produce any results (it looks like different person answers each time), and person who initially responded through service complain does not communicate through this vehicle anymore. Any advice from community how to handle this situation? Forget the money - we need to hear a) a rational justification why out of 15 identical board orders with almost identical and correct gerbers one was manufactured differently or b) clear statement that it was a production error and proposed way to recover from incident.