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I am sorry to hear, that you had such bad customer support.
It is not the usual as i know, but it might have to do with your request beeing not a typical request.
As far as i know, the programmers at iRex can upload chinese fonts to your iDs account, maybe you should ask on the helpforum from iRex. Maybe Matthijs can help with this.
Where did you purchase your iLiad?
If you send me a PM with your MAC address, i will see if i can do something for you.
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