I am working a case for something similar with support. The case has been open for many months. Super frustrating. While I cannot say I am a giant fan of this company's tech support, you should be aware that there seems to be an issue with sending and receiving emails from them. I have had my case closed on a number of occaisions because they either did not recieve my reply or I did not receive theirs. So I would recommend forwarding them the results a few times and not assume that they have received your emails.
