TerraSin
I've stopped dealing with EastWest all together. They are simply a terrible company that makes good products but the fact that you can't get support really drags the quality of their products down. It doesn't surprise me in the least that this person isn't returning emails. I swear that is something they look for during the interview process:
EastWest: How are you about returning emails?
Applicant: I'm pretty bad at doing any sort of customer service.
EastWest: YOU'RE HIRED!
Ya I dumped them as well. Their sound quality is fantastic but the rest is crap. I have lots of issues with their software and they won't fix it. They seem to believe that it can't be fixed because they believe they have "the best programmer in the industry" (like they've actually said this). If they have an issue they can't figure out how to fix they just ignore it, deny it, or blame it on you. They perpetually seem to imply you need a better system, even when you have a positively beastly system (which I do). After I started talking more about it on the forum, they shadowbanned me because Doug Rogers (the owner) has a pretty brittle ego.
So I dumped them, and recommend everyone else avoid them.