If you've had trouble getting a response from Sapphires it must be an IT issue, trust me. Sapphires put most high-end studio retailers to shame with their customer service, let alone the box-shifting know-nothings that dominate the PA / DJ arena.
This is about the first time I've ever read a gripe concerning Sapphires... It's a small world, bad news travels fast, and I can tell you for a fact that they are ultra-hot on maintaining their public image.
Have you tried telephoning them?
Turnkey would be a very different issue... Commission-based employment breeds apathy... I'd better stop there before I breach anyone's confidence...
edit: No disrespect, but I think putting Sapphires in the same bracket as Turnkey is way off the mark.