In general the responses I have gotten were within a week, but They were the generic response that everyone has been copy and pasting into the forums.

When I made the second request, I waited 8 days (6 business days) before sending a followup of saying I would wait for 4 more days for a response. Perhaps this rubbed support the wrong way to result in the TOS shoved in my face. This seems really unprofessional since I was requesting some sort of indication that they were willing to look into it. From the outset 3 weeks prior, my impression from support was that they had no intention to honor the order.