HRD has had a number of customer service issues over the years. Read the reviews. The issue described by N2SUB last winter was what brought them the most attention, and apparently resulted in some personnel changes. I had problems with customer support years before, and they were well known to people who are currently still at HRD. I don't trust them to "fix" things today, because I couldn't trust them to "fix" things then. It's unfortunate.