Yes , DrChud ,
We are sorry about that , we replied emails of all .
For your issue , it is much appreciated for you to contact us . If you are unsatisfied with our customer service , please kindly let us know and we communicate to deal it and solve it . In your email , we can see that you are agreed with lucy's advice and very happy with that , so we didn't go to further step. I'm sorry for lucy's advice that didn't solve your problem and very thankful for your kindness to her . However , if you hit the problem again to us , we are more than willing to solve with you , no matter it is public or private , we will be never want to escape. As we all know , if want clients say good , only public solution is useless , treat your guys as important as we can , that is the point . We know that deeply , and i don't mean make words with you , only to stand here , to solve problem for you .