I have been a member of guitar zoom for almost 2 yrs. I have almost all of Steve Stine's courses. I never experienced a major problem with guitar zoom. I'm actually enrolled in Steve Stine's Soloing master class which is amazing. Did you fill out there online ticket support about your problem usually it takes 24 hours for a reply they always corrected a problem for me within a timely fashion. If you have a Facebook account you can go to Steve Stine's page or guitar zooms page and tell them your problem. I can't see Steve Stine or Dan Denley not fixing your problem as they both are the owners of guitar zoom. I also know they are in the middle of upgrading there site so that might be why they are so slow to respond. Good Luck.