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Nice to hear that! Perhaps I was just not persistent enough - I gave it up after my third email.
They were certainly not explicitly rude and always replied within 24 hours. The only thing I found rude was that they kept on asking me to call them after I specifically mentioned I prefer not to.
Anyway, the issue I mention here is several weeks old - based on what you say, I will try it again next time I face a problem.
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