for customer service, and it's very rare to see a complaint about them in the forum. Oddly enough I had a bad experience with them myself some time ago - the promise of a return phone call to provide advice about a trickly laptop memory problem was never fulfilled - I'm still waiting for the call.
Perhaps you're experiencing the same thing - a rare and unaccountable glitch in their system. Instead of emailing them why don't you call them? You'll get a real person and a helpful response, I'm sure of that.