RJ,
I know it seems that sometimes nothing is happening... but I have had more than a couple of issues that took several weeks to get resolved, but, in every case, they knocked it out of the ballpark for me. Took a while but they got it done.
Before you do ALL that work, give them a chance. Check in with them (via email) if you need an update. That is what I do.
In either case, hope you get your stuff fixed soon...
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