I agree. It is also frustrating for me. I want my customers to be happy.
I'm seriously thinking about going to a different company for the next release. (My daughter buys games online all the time and there is never this type of problem.)
I think Protexis has been quick to respond to emails, but I'm not too happy with the fact that there needs to be emails in the first place.
Please keep me informed about your dealings with them. And, I'll let you know what I decide for the next release.