Hello Castle? Customer service?

It's more than a week ago that I sent an e-mail to Castle (I sent another one a few days later) and I still don't have a reply. I know they're busy, but more than a week for a reply? I thought Castle Creations was the company being well known for their good customer service. (Recently I heard that you need to send an e-mail 3 times before they actually respond wtf??)

I spent over $1500 on Castle Creations products, never sent an e-mail for any kind of warranty issue, now I blew up my Phoenix HV160 controller and I'm just being ignored. I'm feeling let down.

Calling is not an option for me as my English is so bad that this was written (partially) with a translator.