this is completely contradictory to my experience with Guitar Tricks customer service. Just last week I spoke with Alex in customer service and had very acceptable help. But I have never dealt with customers service by email; only by phone.

I find it curious that your issue is significant enough that you complain here but don't follow up after a month with now response. There is this little issue called a pandemic. I don't know where Guitar Tricks is headquartered. I don't know if they are in a "hot zone" nor do I know if they are working from home.

You might try posting this issue in the "Guitar Tricks Site" subforum rather than "Open Discussion". Give them another chance. I'm sure it will get resolved to your satisfaction.