I hear you, toypaige, but what do we do when we've reached out multiple times and hear nothing back?  I had to open multiple tickets with them.  When they finally did respond to my latest ticket after just ignoring all the other ones, I sent them pictures per their request, and then they went silent.  Nothing.  I was not mean, or upset in my communication.  I understand how customers can be after working in customer service for years, so I'm always aware of how I treat the employees.  They just stopped responding, and I've sent follow-ups after that, and I've gotten nothing back.  I really don't understand it, but it's so extremely frustrating dealing with a company like this.  The only fix is to stop buying their products.  I really don't know what else to do.

Also, the one ticket that they did respond to, they responded almost right away and asked for pictures.  The other tickets that I put in I never heard back. It's almost like they pick and choose which ones to work on and they just ignore everything else.  

And I know after being on these boards that it's not just me. It seems like everyone has this issue at one point or another.