I'm sorry to have offended you, but it is completely within my right to call customer service bad when they haven't responded to my email within 4 and a half days. They HAVE now responded, which is great, so I am discussing the matter with them. I totally understand their position, but when you get no response after waiting that long I think it is right and fair to go to a public forum to get their attention. A delay in customer service in my experience is never more than a day or two.
I am using the machine to prototype for a client, not as a hobbiest, so I am on the clock and require as a response as possible, so this was the only way top get their attention. A quick response is desirable to me as it affects my business and my relationship with the client. What I have (potentially) lost in buying the Ultimaker 1 is speed and accuracy so you are wrong to say that nothing has been lost, when both of those components are important to me. Since the Ultimaker 2 hasn't been released yet and I presume you don't own one, your comparison seem spurious and over defensive to me.
I understand why you want to defend a product that you feel loyal to, but what you say about replacing a product is untrue. In the UK you can replace any product, tampered with or not, by returning it within 30 days if you are unhappy with that product. Having delt with computer manufacturers for years I am always warned when a newer model is about to come on the market and companies have always been happy to replace components if those products don't meet my needs. I am sorry if this is not your experience.