Never got a response to my email in December either, but they were installing a new computer system then too. I just shipped out an older Vari X2 the first week of the month. Got a confirmation letter last week telling me work would be completed with in 15 days. I have never had a problem with their service. I will say that prior to this I had quite an email thread going with one of the Techs concerning swapping out some reticules on older scopes, very polite and very informative Tech. They responded very quickly then. I would say the new computer system is not working as planned yet.
ShawnT