Smooth-On, Inc Rubber molds ain't all they're selling Internet

Needed to make a mold of a tile for a job.  Went to local craft store and bought smooth on reo flex and universal mold release agent.  After making the mold the mold release would stick to the mold and the cement tile so I called smooth-on and spoke with a tech named kevin.  kevin said i was using the wrong mold and wrong mold release.  He instructed me to by vytaflex mold and aquacon mold release.  I spent couple hundred dollars on their products and returned the mold release he said was no good.  I made the mold the way kevin had instructed me to but the mold would not release.  It ruined the box i made, the rubber mold was destroyed and my original tile ruined. I called smooth on back and spoke with Ernie Dojack this time. Ernie listened to what i said and found out the problem.  the aquacon was not the right mold release agent to use on the mold. it is to be used after i got the mold.  kevin the previous tech never told me about this caveat even after he knew i was buying the new vytaflex.  After trying to get an answer for over 2 weeks ernie got back to me and said kevin reported that he told me the proper procedure (what a shcoker there) and they would not be replacing my mold.  Product may be good if you are a hollywood expert but dont expect any help from the "techs" if you are not.  and if somethign goes wrong while following said techs expert advice you will be on your own.  This is not how you treat your customers in 2015! shame on your company for not standing behind your product and your employees