I did not contact them. I asked Phishy about it and they said their customer service has gone down... hence they are no longer carrying Elos test kits (at least that's what I understand. PM them if you want it officially).
Aaron did a number of tests to finally figure out the kit instructions were off. He tested my water twice, then tested his own water and repeated the test all over again with my Elos kit.
I purchased a Salifert kit and immediately used the reference solution to ensure it was accurate. I have been using it ever since. Once a month or so, I will bring in a sample to Phishy to retest. I figure they probably refresh their kits far more often than I do.
Just as a curious (do not mean to derail) note... most things my tank survived 18 Alk. Acros took it the hardest. STN from the base. My medium size Bali Green slimer and green metallic millie (not really an acro I think) both got fragged down to save the pieces. None of the LPS/Softies of any kind suffered at all. They all still look the same whether the alk is 8-9 or 18-20.
Birdsnest lost some color and some of the acros that did survive lost all their color such as the tricolor. They all just turned tan.
New additions also did not fair well. I lost 2 maximas within just a few days.
After fragging the slimer and millies, they continued to STN but by then, I had figured out the alk was way off. I spent about 3 or 4 weeks moving back down again by completely turning off the calc reactor and water changes. (Naturally, calc was rock bottom now but I did not test that as it was not as critical as alk).
The slimer and millie both recovered. The slimer looks like highlighter green again and the millies have over encrusted the frag tiles I use.