I just got this email in response to my email asking where the promised response to my technical issue was:

Our support department is currently experiencing a high call volume and this, in turn, is causing a delay in our response time. You can expect an analyst to contact you by phone or e-mail within the next three to five business days.

We are working hard to reduce our queue wait time. We anticipate hiring 5-10 additional staff over the next 45 days to help alleviate this problem. Your business is important to us and we apologize for any inconvenience this may cause.

We ask that you do not escalate the incident unless it becomes an emergency and the response time does not meet your needs. If you decide to escalate this incident, please respond providing the reason it has become an emergency.

3-5 business days? Of course it might have been nice to have gotten that email when I first sent in my request. I guess I’ll just reinstall ArcInfo to see if that fixes the problem.