Who is your retailer? That doesn't seem right.
I dunno - I see a lot of complaints about Arturia's customer service, too, but I've always gotten replies from them within 24-48 hours whenever I've contacted them (during the work work, M-F).
I wish you luck with this, Folkfreak! Let us know how it resolves, OK?
I'm wondering if you have to register your Spark and then they send you a link. Seems to me NI did something like that at one point in time when I was using one of their audio interfaces. I registered it, then got an email afterward, telling me how to get some free software deal from them. Maybe Arturia work the same way? I don't know!