I'm sorry you've had a bad experience. From my experience, JRZ is a typical company that caters to upper end motorsports markets - they are not geared up for direct to consumer communication - the emphasis is on engineering. Their model is such that customer inquiries are driven to regional distributors or dealers. This is not an excuse, just reality. JRZ is a good company with solid technical prowess - they have been instrumental in helping us with custom NSX and S2000 shock absorbers.