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Cardas has been one of the company which provided me beautiful customer service. (yes, "provided me", hence, in my case) I called them at lunch time and no one was available but they nicely asked for my phone number so they can call me once they returned. Within 25 minutes one gentlemen called and clearly answered all my questions. Yes, all my questions including stupid ones. The entire conversation took a good 30 minutes and the gentlemen who spoke to me stayed clam and was never frustrated at me.
My recommendation is, try calling them by phone.
Lots of companies are prety laid back answering emails due to the volumne. A phone call will get you straight to the person you need.