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Well, all that is not so strange. Actually, it's the way things are supposed to work. When you bought your Boox from Onyx USA, you made a contract with them and not with Onyx China. If the product sold to you by Onyx USA does not meet your expectations you should go back to them to get things sorted out (rather than to Onyx China), and then it's up to Onyx USA to get things sorted out with their supplier, i.e. Onyx China. As your contract partner, Onyx USA has certain obligations to you and they cannot hide behind the fact that setting things right for you is too expensive.
So, the lady was right when she referred you to Onyx USA.
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