It's too bad you had trouble getting thru to them. I have read on other forums what great customer service they have. But not everyone or company is perfect. Sometimes stuff just happens.
As for your guess that they 'wont be here next year", not likely they are going away. They have a ton of stuff coming out with major franchises being covered with everything from new Trek to an all new orginal series Batmobile and lots in between.
Oh and anyone needing a part replaced it's interesting that they will do it if made after a specific date when yhey took over. See the link below for further details.
http://www.round2models.com/replacement/