If you look at the past history of EC you will find many people who have complained of bad customer follow up. They are not the only people who do this tuneup, lnMotion is another company. EC gets all of the attention despite their reputation for not replying to many emails in a timely fashion.
I cannot decide if this is because they are too busy, have a lack of business acumen or simply do not care.

I shall no doubt here from their blinkered fans who support them regardless of the facts.