Digital BW, The Print

I'm having a devil of a time with getting help from MIS. I've got multiple requests, the oldest starting a week ago Monday. I've had some response and was told that the agent needed to talk with a supervisor and would call me in about an hour and a half. That was last Wednesday.

I think, at this point, they are intentionally ignoring me. It's a shame because here's their customer support statement from their website:

"Customer Service 
There are several components of Customer Service, the most important one that goes without saying is attitude. We will bend over backwards to help you in any way we can."

I really want to work with them but they will not return my calls or answer my support requests. I've never, in 15 years in this business, had a vendor like this.

Anyone else experience this?

Clark