Sent them an email a few weeks ago concerning a broken stock (my fault it was broken). Aftera week and no response I re-sent the email adding that it had been a week with no response. I got an email the next day saying "send the stock back and we will replace it". I sent it out the same day!
The next day I got an email from a different person saying "send it back and we will look at it and decide what to do".
Sure glad I included a copy of the email saying "we will replace it" with the stock.
Haven't got anything back from them yet, but I did get a postcard saying it had been received.