should i not buy from hercules anymore?

i have talked to half a dozen techs and read various fourms and am a computer tech myself in the air force. nothing has gotten this thing to work and talking to the hercules support staff gets more and more frustrating by the day. it seems they are not willing to stand behind their products as the 4 month battle to get this deejay trim working on my computer continues. i have tried everything the support staff has told me to do. i have even taken it a step further to reboot my entire computer, try three diffferent opperating systems on it, and downgrad from the most current mac osx. everytime i contact them they say they need something else: a receipt, proof of purchase, me to purchase and test the device on a new computer. now they are asking that i videotape myself installing the device??? why do they want this? is this normal? i need to know if this company will stand behind their products, if not i will have to discontinue use and spread the word...