Susie...With all due respect, almost every CS issue I have seen addressed on these board, mine included, have been rectified within 2 days. Did you submit your issue "correctly" would be my question. I have great disdain for the "knowledgebase" and email approach to CS, but after using it myself, it does seem to work. If you dislike the "disconnect" of that system, I suggest you talk to a real live person: 1-888-542-6817