Sounds to me like they're making excuses (cya). In their instructions did they ever mention that little to no SB? Also, the rep gave you the wrong amount to dose so that is his fault too, just for starters. Nualgi approached me on my thread. I obviously have a semi deep SB, and you can't have one with this product, so then why approach someone you know does not qualify to use their product? . Hmmmm.