I filed a support ticket early last week, but haven't heard anything back yet. Is that normal?

Absolutely not.Cake team sent me a mail for my problem in one day.
best

I just call them. It's worth the long distance charges (although I'm not sure I've even been nailed with those). To save time/money reference the support ticket of your original request generated so they can have all the info on screen.
 
I am generally only on hold for a couple minutes unless there has been some major new release screwing things up (which we don't get any more). If they have the ticket in front of them you can just explain the issue further, ask any additional questions/get some answers the ask them to send an email with a more detailed suggestions on the issue. You can be off the phone within five minutes or so if you do it right (so even from the UK that's still probably under a couple bucks of long distance and it's worth it).
 
They're nice guys too.

I prefer to get my tech support in writing - much easier if I need to refer back to it later!

Yeah, that's why I ask for a summary email as well. Gives the tech some time to think and research a little more without me blathering in their ear. I've only done that a couple times (only times I've called recently were store issues solved over the phone).
 
Really the phone call is mostly just to light a fire under their butts.... lol.

I have been bailed out 4 times so far by calling CW. Of course, that was before I was aware of the incredible response time here on the forum!

Calling them from the UK is probably not an option

Skype?

Not an advertizement, I use it more then 10 years... I have used that for calling CW as well. Sometimes quality is not the best, it will not work for transcontinental jamming session. But I had no problem with normal conversations.
www.internetcalls.com
You invest ~$10, you can call US 4 month (120 days) for free and then pay $0.01 per minute from the original $10.
You can call from any place in the world with Internet access, in case Internet is too bad, they call both ends (normal phones) for double rate (so, $0.02 per minute for US) plus several cents for the service.
Normal build-in Android SIP client works fine with this service (better with Wlan, many mobile providers block VoIP).
We are in XXI century...

Bristol_Jonesey
Calling them from the UK is probably not an option

I call from Canada. Obviously a little closer (thus cheaper) but I still don't qualify for toll free tech support. I think the main customer support line is toll free globally (not sure though) and at one time I seem to recall they patched me through to tech anyway.
 
IDK... to me if I'm bound up enough to actually call them it's worth a few bucks to get the problem sorted immediately instead of taking a gamble with email reply time. Based on the posts here it seems they've gotten better at replying to emails but when I was still doing things that way I don't think I ever got a prompt reply. Mind you I only tried a couple times that way before saying "frack it... imma callin'".
 
The trick is trying to call when there is low call traffic (which is why I mentioned avoiding calling when a new release has come out). Personally my biggest issue is their restrictive hours of operation. Where I'm at they open at 1pm and I prefer to sort these types of things out early in the morning (I wake up at 5-6am and get progressively crazier/scatterbrained throughout the day which might come through in my forum posts... lol).
 
If my geographical timezone brainage isn't failing me I think that would translate into UK customers actually being able to get things sorted earlier in the day than I can. By the time 1pm rolls around here I'm usually balls deep in whatever I'm doing and my mind is veering off into cray cray land so they get frazzled spazzwad Beeps yammering in their ears instead of calm, normal(ish) morning Beeps.
 
PS: And really it is NEVER "a few bucks" worth of long distance. I'm not sure what my CA to US rates or or my international rates but really most of the time is dimes as opposed to dollars... if I'm even getting charged at all.