I do understand your anger. if you send them an email, you'll get a response and a ticket-number.
they will answer and they will help.

do understand that a variety of companies use email to capture the problems. using telephone is often not the best way to give to best service. everybody wants to be served when they insist on it and that's simply not possible. therefore they use often email. Entourage is doing that to.

try it and you will get it to. try also to understand there point of view and there will to give service as good as they can.