which seller?  Black Arrow is fairly famous for having nobody actually answer the phone.  or e-mails.  or support tickets.  they've reportedly deleted entire support tickets and locked people out of their accounts when a conflict arises. 

now, if you want to give them money for something, they're seemingly more responsive.

and that right there is the problem.  well, one of them, anyhow.  they want your money.  once they have it, they couldn't give half a damn about you or the promises they made to get it.

very sound advice is to stay away from these people, IMHO.  Learn from the rest of our experiences and just shop somewhere else.