In most cases, support tickets or e-mails are answered within 24 hours of being submitted (Monday through Friday), but sometimes there may be a delay.

In this particular case, it looks like the earliest ticket you submitted through http://cnet.custhelp.com was on February 18, 2012. This was a Saturday, and we are closed on weekends. In addition, we were closed on Monday, February 20, 2012 in observance of Presidents Day. Due to the long weekend, there was a bit of a backlog, but I see that your most recent ticket was responded to at 11:16 AM this morning, February 22, 2012. We do regret any inconvenience caused by the wait. If you require any further assistance, please respond to our e-mail message/support ticket follow-up.

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