I had the same issue. I called, got no help, wrote letters, never heard back. Finally called again and got someone to come out and fix the problem at no charge. Just be a pain in the you know what (be nice, but don't take "no" for an answer) and you should be able to get some results.

http://forums.cnet.com/7723-13973_102-503376.html?tag=mncol;7f