IMO. Its not normal to take money for services that have not been rendered and not provide a date as to when one might expect the service. That doesn't sound right to me anyway. It seems to me someone needs to speak to a member of management level and inquire when they are planing to service the product they sold. Their website claims to offer expertise on all the products the sell. They also claim to be a division of another company. I'd try pushing a little bit in a nice but firm manner and see if they respond.
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