If I thought Support would be able to quickly resolve the issue I'd have contacted them first. Perhaps you could explain why they seem to be MIA. There are numerous threads around these forums of people complaining about not receiving any response from them at all, and I've been waiting for over a week for an answer on the other issue. A reasonable person might conclude that something is wrong at this point. Perhaps it's due to incompetence or laziness, perhaps not, but I'm not seeing any evidence which leads me to be hopeful.