In October I was unable to download a purchased album from HDTracks (though I'd been successful before). After WEEKS of waiting for help from customer service, I got an email saying that the problem was the media, not my computer.
The email offered a refund or credit. I requested the refund, but never got it (I didn't realize this part until today when I checked on it).
This week I tried to download a new Rolling Stones album but again hit the same problem - something wrong with my internet connection. There's nothing wrong with my internet connection, and I just tried it again after a Java update showed up this morning - same result.
I sent an email for help with this on 3/7 and have yet to hear back.
I'm glad to hear someone is having success with their customer service, but I've had nothing but trouble.