yeah, that's a fair question. Though, service and production are usually two different departments in a company. And an unsufficient service (as it seems to be in your case) doesn't make the product any better or worse.
Behind every computer, I assume, sits a human being. This indicates undoubtfully the possibilty of mistakes, since that is a human trait. And in your case something might have gone wrong, when they didn't answer your mails. If you've ever run a business with employees then you learn to accept those facts of life, I guess

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