You're machine most likely came with pirated hardware and/or software. Planet CNC has good support, if you buy the hardware and software license from them, or an authorized reseller.

Fwiw, most of the Mach3 controlled chinese machines on Ebay come with pirated copies of Mach3.
Anyone buying chinese machines should plan on replacing the hardware and software that they come with,if you want a reliable machine.

I think that UCCNC, Planet CNC, and Eding CNC are all arguably better than Mach3 at this time. All are actively being developed, where as Mach3 development stopped years ago.