Will (JR) Todd
Wow. A friend of mine got a mispacked copy of Descent. He e-mailed them a couple of times and never got a response. He decided to just mail in the pieces he got duplicates of with a letter explaining what he was missing and he never got a response from them. As far as I know he is still waiting to get the missing figures.
In my experience, a phone call will always create a faster response than email. Of course I'm over 40 so I remember when there were phones and NO email.