I can feel for you... I am starting to get the impression that they are a second rate organization that does not value customer service. I had a problem with the Front wheel direct drive unit that I brought from them. After putting it tougher and going around the block a few times... I could tell that the unit was not well balanced for the bike I had. In any event I emailed them about the weight distribution problem and they said to send it back. Now that I have sent it back... they do not want to refund my monies. Talk about @#%#$@# people. They are fine when you are buying, but when it cones to customer service... they stink and do not care. So I have to go through Paypal to get my monies back. I opened up a claim, and before I could reply to any of their accusations the escalated it in less than 10 hours so I could not reply.
I hope that you get it worked out.... for me this has been a very bad experience.