Bad support experience with Positive Grid Bias Preamp and software?

[cflat]

Does anyone have any experience with Positive Grid company and support?
I have just got the new Rack preamp...Very cool piece of equipment, and it runs with the cool Bias amp software.

Unfortunately I cannot activate it with my code,,so I cannot use the pre to its full potential...

Does anyone actually work at Positive Grid in support?? I am getting pissed.

Have I bought more crap?

 

[cflat]

Strangely, my brand new Positive Grid Rack preamp catastrophically failed at a gig after 3 ours at home setting up..., and customer service has not responded whatsoever, period...Now THAT's customer service!