I have had excellent luck with Primos and their e-mail support.
However, as an IT professional I will offer this. E-mail, in general, is not a guaranteed deliver technology. If no response after a second e-mail then I would pick up the phone and call them if possible. There could be a number of technincal issues causing your e-mail to not be delivered as expected that has nothing to do with poor customer service, or maybe they are just ignoring you and that would give you your answer one way or the other. If the latter is the the case by all means please post who it is so I can avoid them as well.
After all that would be one small victory over them, would it not?
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