RetroLink support?

Has anybody here bought the RetroLink from Commodore4Ever and had to get support?

I bought one in August and, after a few uses, it died. I contacted their support and got an email from a guy named John who asked me to send it back so they could examine it and ship it to me fixed or send a replacement.

Anyway, I sent it back about a month ago (05 September) and haven't received the replacement yet. I've emailed John a few time asking for a status and was mostly ignored. The last email I got from him said he was mailing it to me last Friday, but now it's Thursday and *nothing* is showing in USPS Informed Delivery as being shipped to me, and he's not answer any emails at all.

Pretty frustrated with the support and am wondering if it's just me, this case, or is this how they behave?