1. You claimed to have email support within the past week - false.
2. You claimed to have emailed Brian Rice too - false.
3. Support wouldn't have replied to it in any case. You were apparently
working with Cary Jackson - one of the field people and not in technical
support - on this. Support doesn't jump into issues that are already
being worked on by soneone. If Cary never picked up on this email then
there was a miscommunication with him that you should take up with him.
Don't make accusations about support when support wasn't involved.