I bought something from them in an inappropriate format for the program I'm working with.

I asked for file conversion, but they forgot about me.

I also wanted to buy a model, but the images that represented it were not clear enough, being only seen from the sky.

I asked for some images made at the ground level so I can better see the level of detail of that model.

They said they will resolve, but they forgot about me again.

So this is their level of seriousness.