Messages like "did not respond" and "had to go through PayPal to get a refund" do not make me want to buy the Aura, to be honest. If there is one thing I look at when buying new devices, then it is support; maybe even more so than technical specifications.
I'm not a very hard customer, and I don't mind if there's a problem. Shit happens. If it does, I want it fixed in a reasonable time frame, and fixed permanently. Should that not happen, or worse, should I get no response, I might drop the entire company from my "to purchase from"-list for the next 10 years or so.