I have been having nothing but problems with CC and I am terribly disappointed. I had purchased the Gemini cut and Emboss machine a while back and had problems from the start. The plug kept falling out. they did replace the plug after they initially said nothing was wrong, but did not test my machine with the original plug sent with the machine from CC.. A few months ago I tried to cut a christina Griffiths simple rectangular border die -- for a layer to a 5 x 7 card. I used my purple base plate, the magnetic shim and a brand new clear cutting plate on top. The machine jammed big time. I actually heard a hard crack. I tried the reverse function -- to hold down the pause button for 10 seconds and the sound of the machine was horrifying. The plates are still stuck in that machine. I called the U.S. Customer service and spoke with their manager. I asked her if they would repair my machine. First she tells me that I shouldnt hae used an "off brand" die -- and that I had used the wrong sandwich. We are not talking an intricate die here. I said they tell you on HSN on air this machine will work with "any" die -- they don't tell you to use a different sandwich. She then tells me it is "right in the directions on page 4." I said I looked at the pictures not the teeny print in their booklets. When I asked if they would repair my machine. She told me, "we do not repair the Gemini Machine!" Really? Is she kidding me? I demanded that she put me in touch with Sara Davies and still haven not heard back. So I popped off a e-mail to Sara along with photo's of my now very expensive Gemini Cut & Emboss Machine paper weight! I have had other issues with them and to be honest they are not very friendly any more. I think they got too big for their britches and don't give a damn about their existing customers. I have spent pretty close to a thousand dollars with them and I would hope even if I spent less, they should have respect for their customers. I am always a Pollyanna and hope that Sara or someone will make this right. Crossing fingers. They should stand behind their products and help when help is needed. They should not treat us like an inconvenience. So so sad! You asked how I communicated with the company I did by both phone and e-mail as stated above. Also cannot answer that they responded to your second question either -- I am still waiting!