I opened a “pre-purchase” support ticket to verify that I could purchase a pdf version of the manual. “Rich” responded that he could send a link for the PDF manual, so I made the purchase. He sent a link for a zipped folder within a closed operating system and closed the ticket. I opened another support ticket requesting the PDF version again. “Rich” responded by sending a new link that he said was a PDF version of the manual. It was for the same file that opens in an “index” window in Chrome and cannot be printed. I sent another message and Rich replied “I will see what we have for you.” After waiting nine days with no other response, I sent another message. Since it had been 3 weeks from the initial purchase, I requested either the pdf file or a refund. Rich responded, “We have waited for our dealer contacts to come back to us and the only options are the browser based manual and the software based manual.” Then he closed the ticket with no resolution. I opened another support ticket and again requested a refund based on the pre-purchase assurance that I would receive a pdf file. This time “Owen” replied that he did have a pdf version and would send it to me when I confirmed what engine I had. I responded immediately and waiting two more weeks with no response. I again requested either the pdf files or a refund. This last support ticket has been left in “pending” status with no response since 10/23/19. I’ve sent e-mails directly to the company, but no response there either. Neither the pdf file nor a refund has been provided.