Yes my first language is english (hehe my only language is english) and I did understand exactly what was said. I was intending to post something about it (and I still have the emails) on your forums but did not feel that was the place to air these emails (in public so to speak). Normaly I have not got a complaint about your support and find it very good and helpful and your team (bar one) are very polite.
Since I have that email now I will submit exactly what was send to me and all the replies from there after.