Ayre has always been adamant that phone calls are the best way to reach them; I'd be surprised if an issue was not sorted where a person actually called Ayre. Having said that, I notice that they now have an e-mail form on their website and if they are not responding to e-mail, then that form shouldn't be there and they should revert to their phone only approach.
With regard to upgrades/repairs, I've had nothing but good experiences. My KX-R upgrade turnaround time was 2-3 weeks and Ayre replaced both logic boards in a problematic MX-R outside the warranty period at no charge. It doesn't get much better than that.
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