Regarding the phone-vs-email thing...There are some people at work (and some small businesses out there) who just seem to respond MUCH differently to a phone call than an email. I personally prefer emails by a landslide, so don't me wrong here - I'm not endorsing it. Just something I've noticed. These companies frequently: - Are very small (which means a few peoples' habits = the company's habits, effectively) - Offer some specialized service or product (which means customers come to them without as much work or innovation as more competitive businesses, so their quirks don't punish them to the same degree as they would someone like B&H, etc) ...So they have some thing or service that isn't commonly available, and people come to them in sufficient quantities that they don't HAVE to put much work into their customer experience. A quick example, and then a recommendation: There's a company in New Hampshire that sells all the best german bicycle generator lights. They have a website, but they don't do web commerce. Their site shows photos of every model, and has a lot of information (the site must have at least 50,000 words... you have never seen prose like this on a commerce website, it's insane), so you can eventually make in informed decision. BUT, it is written by a tiny group of middle aged white engineering type new england hermits who would rather be out randonneuring across the countryside instead of figuring out web commerce. So you have to call to actually place the order. Now when you DO eventually grudgingly pick up the phone, someone's kindly older auntie picks up the phone with the most charming hardcore New Hamp-Shah accent, and kindly processes your order in maybe 60 seconds. But you have... to... call. Moral: as long as I'm willing to overcome my distaste for actually speaking to other human beings, I CAN have a good customer experience with these guys, they just make me jump through their hoops to do it. -shrug- So, in this case, you may have a company capable of great work who also might make the occasional mistake. And their bad email-reading-and-responding habits are making a bad experience MUCH worse. It's not a question today as to whether or not you'd pick them to place an order vs someone else -- the money's been spent and you're in it. But it sounds like you think you shouldn't HAVE to call them, and right or wrong, that thought may not be serving your ultimate interest (which is getting yer damned print already). I say pick up the phone, call the US number, don't sound crazy or angry, and assume they're going to bust their butts to fix it like any decent human being would. And then never order from them again.