Bad customer service

Atrocious customer service! They just don't get back to you. I have been trying for more than ten days now to get a cable out of them to upgrade battery firmware. They just promise and nothing happens. I have installed a number of their AM2's and I believe it is an excellent product at a decent price. But the support is terrible. When ordering, you have to pay on order and then they just don't get back to you on delivery dates after they have made commitments wrt dates.