To be honest I have had problems with almost all of my fk iron machines I won't go into huge detail and well there customer service had been good in the past I also experience the same as you being ignored / forgotten sad they have had a down fall of it with them getting so much busier Really frustrating when you are loyal to a company for years and send out recommendations to buy there products and then they make you not want to continue doing business with them after repeated incidents like this