It's not the equipment at all. It's completely the service. I get plenty of inquiries from people who bought the same gear online and can't make it work.
We are a two-person operation, and while business goes up and down, it hasn't climed enough to hire a third person. It sucks when I foul up and miss an email or forget to reply to someone. I take slight solace in that our failings are never due to bad intent - we fulfill, and we fulfill with good deliverables - but our fulfillment is not like amazon.com.
As far as the original poster is concerned, we sent this information in an initial email with pictures of the gear in place. I will re-send that info in case it got deleted.