I don't want to sound overly harsh here, but for these prices there should be some kind of Q & A to avoid this kind of an error. I think I've been a good customer here but if this is isn't resolved, I don't think I'll be able to make anymore purchases here.
I often buy on a whim because I have specific idea for a render in mind. I want the goods to work and I want to be able to follow the inspiration. Nobody wants to wait for days or even weeks for their request for support to even be acknowleged. Why the delay in at least letting me know you are aware of the issue and will try to correct for it when you can?
Not happy.