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I have to say that I've had great experience with PYSpeed. I was actaully down at their shop today and met with Eric and Bobby, who were very accomodating and helpful in addition to being great guys.
I don't know Sean, but I can attest to the fact that he wasn't there today, so the explanation provided seems legitimate. I'd call their main number and speak to a live person if you're not getting the response you need.
Hope your issue gets resolved.
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