@gnaudio 'This was through Audiogon."
This could have been part of the problem and gap. Also, as per your post - life brings all kinds of unexpected situations. Terrible things happen. I'm heading to the hospital right now for my father-in-law, just put on a trach and ventilator in ICU. Given a chance to discuss, usually most people are understanding, and it can sometimes take a phone conversation to explain and humanize it a bit more.
In the case of TMR Audio, I always deal with them first over an email, online fill-in page, etc...always followed by a phone call or two. I do find it helps. Sometimes email and online messaging alone may not always be helpful. Words in writing can get confused and can lack emotion or empathy some times. Hopefully you can get still get unblocked somehow, whatever the case may be. Best of Luck.