Albert can be a bit of a character, but once he gets involved in solving a customer's problem things progress quickly.
To the point: I sent the top sections of my VR4 II-SE's to Von Schweikert for an upgrade package they were offering some time ago. After 175 days, I still did not have them back. I called and emailed many times. No results.
Then, I called and started punching numbers on the phone pad - 1 (secretary?), 2 (shop floor?) - you get the idea. Finally, I punched a number and Albert answered the phone on his desk. Once I spoke to him, my speakers arrived a week later. Try calling and punch in some single digit numbers and see if that works.
I now own his VR4SR-III. Thus far there have been no problems.