Here's another customer service issue this week. Needed to replace some ink pads for our printer (no thanks to Epson). Place in England sells them, nice retrofit product.
Had to wait a few weeks to get the envelope though.
One of the pads is missing.
I contacted them via the service email. Got an auto reply BUT, i have my ticket in so i know they have acknowledged/logged my 'issue and as such, they nailed #1.
Let's see how they follow through with point #2.

"Those who preach the myths of audio are ignorant of truth."