I had the same experience this week. John Townshend sincerely apologized and offered helpful assistance. We had a nice back and forth and they're obviously good people who also make very good products.
Townshend Audio ones Through
Recently there was a posting where the OP asked if anyone else was having a problem getting a response from Townshend Audio to their questions. I responded in the affirmative as I had recently sent three emails to them via their website without a response. Emails sent through Audiogon however did get an immediate response. Apparently, an upgrade to their website caused this glitch. When this was brought to his attention a very apologetic John Townshend contacted me and went out of his way to address the issue I emailed them about. Townshend Audio has great products and I would not hesitate to purchase from them in the future.