How did you get in touch with them??? I've been waiting a week and a half for them to contact me regarding my broken babyjet (it was broken on arrival) and i have heard NOTHING yet. Did you call or email or something else? Did you harass them or where you just lucky.
As I've said, we hired a new term for support, and are working through the Zendesk tickets. I'm helping as much as I can (when I have spare time). This is why I'm not posting in here as often.
The best thing you can do is send an email. Be sure to include as much information as possible. A 5-10 minute log file attached generated with "--verbose" is very helpful and needed with most cases. (Tip: Zip or TGZ before attaching.) People with clear requests having adequate information and not being rude and irate or more likely to get prompt assistance.
-Phil