Synergistic Research Customer Service ????

I have been a long time customer of Synergistic Research products and if my wife new the money I have spent on their gear that is currently in my system she would divorce me for being crazy but for me it works and exceedingly well until it breaks. In the past, I never had a problem getting one of their products repaired or replaced if it wasn't working properly. They were great to deal with but as of late I have had the exact opposite experience. I have an FEQ that no longer works so I went to their website to find a customer service tab. After some searching , I found where I could send an email with a question. I asked how I could get my FEQ repaired. After approximately 2 weeks and no response I called and asked for customer service. I was told that the person I needed to talk to was in a meeting but he would be given my contact info and get right back to me. Another two weeks go by another phone call placed and I am told that the person who handles returns was interviewing somebody but he would be given my info and get right back to me. After another 2 weeks and no response I contacted the retailer who sold it to me and asked if they could help. Again no response. I don't know if they are short of help or what but this isn't how you treat a customer. Have any of you recently had an experience with Synergistic Research similar to mine? I love their products and I admire Ted Dennehy and the way it thinks far outside the box so I truly hope what I have encountered is an exception.