I've just re-sent my original e-mail and (once again) received 2 contradictory replies. One says that it was correctly sent, the other says it has failed.
I originally started this thread in order that somebody from AGEOD would see it as there appears to be no other course of action open to me. However, almost a day later and I've heard absolutely nothing. Just a simple acknowledgement that my problem is being looked at would have been the polite thing to do.
As I have already paid for this product (and have the Paypal receipt to prove it), I expect it to be resolved quickly.