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I think the mod's just saying you didn't give them much time.
..he appears to be implying they're really busy around xmas and could have easily have not had enough time to check their emails.
He didn't express himself very well though, I guess he wasn't hired for his great literary skills.
Since you've been happy with them for four years, and right from the start they obviously wanted to talk with you in order to resolve the matter, then I say they've shown themselves to be a great company to deal with. Don't let the mod's lack of literary skills turn you to an inferior company.
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