Yes, I've emailed him using his website's contact info and replying to his previous emails. I allow numerous days (usually over a week), before attempting to contact him again.
Without going into detail, I don't doubt what you say about his customer service. WHEN he has responded he has been very apologetic and offered to make things "right."
I'd give some time, he's not the type of ignore etc, stuff happens and if you are one guy, go out hiking and fall, have a bone sticking out of your leg, well..........I know him enough to say he's be very happy to send and ship if he was around.