I don't know about other forum members, but I find the comments regarding Pendraken customer service well off the mark.
I have found them to be nothing but supportive and to my mind go out of their way to meet customer requests.
As someone once said you cannot please all the people all the time and very few business can achieve that.
What did they not respond to?
As to the modellers, Leon has pointed out many times, many of them do not work exclusively for Pendraken nor in 10mm scale. They are all, I believe, self-employed and therefore are suppliers and not employees. In your business are you in charge of your suppliers?