poor service, poor system

After spending 4 hours trying to download the emanual, there was nothing downloaded. I finally found the only way to contact emanuals which is by a support ticket and explained the problem, marked it urgent and requested the dvd version. they invoiced me for the difference which i payed immediately. finally got an email 4 days later saying the item was despatched 1st class (laugh), but now 8 days later still no dvd. I opened another support ticket saying the item is not received and will request refund if not received by tommorow morning. Unacceptable service and download product not fit for purpose, just read other reviews about problem after problem people have had. Any good reviews are very questionable (look at the sentence construction) are these really normal consumers?