Normally, Brian and Casey are prompt at getting back. But they must be really busy. I am waiting for a reply on an email too. If it was critical, I would call.
Here is the problem we face with the cottage industry (BPL/BMW, GG, MLD, 6 Moons, Nunatak, ULA, etc.) - they make unique products here in the USA. So not many options for us as consumers.
The are probably not well capitalized, so for the most part, they make and fulfill orders as they come in. And from Jan - Jun they are buried.
The owners try to take more time off than most of their customers... but this is when they do their R&D; testing new products.
If they have employees, just losing one is devasting... a large percentage of their work force is gone.
They are at the mercy of vendors. They purchase specialized materials in low quantities.
They were several hats... CEO, Public Relations, Production Worker, Janitor, etc. So when they get busy, there is not enough hours in the day to get everything done.
They intuitively understand the importance of customer service, and often are outstanding at it... but other times they just have to abandon it to keep things running. Plus I am sure the economy is not helping matters.
So... I am not defending what may seem to be inattention to the business and customer satisfaction; it is just something we need to understand. Otherwise, we can get all our gear at REI, Campmor, Backcountry, etc.
Currently I am in week 7 of waiting for a product from one of these companies, and last week purchased another item with an estimated wait of 6 weeks minimum. For us these often are major expenses, and mentally when we order them we want them our way and now (thank you Ray Krock et al).