Disappointing customer service

I've tried contacting Arken at their info email address twice over the past 4 days about a warranty service issue. I guess every employee must be "out-to-lunch" all week because I have not gotten a response. This certainly does not match postings by other customers who say they have gotten responses within hours. Maybe those posts are fake. I have 4 Arken scopes as well as rings, but sadly this may be the end of my purchases from them. What good is a lifetime warranty if they ignore service requests?!