Did you pick up the phone and talk to them? IMO e-mail is a lousy communication tool, especially if you want personal service. Personally I've had great service from Winston, but I understand that customer service can be a case-by-case thing; you'll likely find as many that are unhappy as those who are happy with any company. I also agree that $50 to ship a rod is ridiculous, but it seems that fees like that are the going rate these days with many companies. I would call them and discuss the problem; personal contact goes a long way in getting what you want. Hope you get some satisfaction!