Give us all the information about your problem in the first email. This is a great review that can help other customers in the future. This customer emailed us and said "One of my DVDs was missing from my order." That is all they said. We get this all the time. PLEASE PLEASE tell us the title of the DVD that is missing or that you have a problem with, so we can help you right there. You should never need to send us multiple emails about a problem. One email from you, one email back from us telling you its handled. That is how it should work. In this customer's case we replied "can you please tell us the title." The customer kept responding to our messages by saying "why aren't you responding?" It went on for several days, until they finally apologized and said "they were getting our messages." We refunded the missing DVD and that was that. We can never predict how a customer's phone works or what it filters out. We answer emails fasterer than any company I know. We handle things the way we would want them handled. Although I don't feel like this review is accurate, I'm happy that its here because it may help other customers in the future. Give us all the information about your problem in the first email.