I had that experience. Previously I had also bought an Avant Slot controller on special and it didn't work. I emailed them about it and got no reply. I then emailed them about the motor pod and didn't expect a reply, surprisingly they did reply and sent a new pod but it was broken on arrival - didn't even survive shipping. I emailed back about this and their reply was quite poor really. So I emailed back and told them how poor they were and explained to them their poor service and included the email about the controller and how they make rubbish products.
Surprisingly unannounced a replacement controller board and motor pod arrived at my place a few weeks later. Pod wasn't broken put the pod in the truck and it cracked again but in a different place this time so JB Weld to the rescue and the truck works and drives ok. Nothing stunning but fun enough to punt around when I get that urge to run cars I haven't run in a while. Oh and the controller worked as well so happy days.