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I've been sloooowly getting support via email for my dead Touch so don't give up entirely. It has been about a week for any response to my mails, and I had to send a second nudge requesting any sort of acknowledgement after I snail-mailed my dead Touch to Toronto. The eventual response after the nudge was a request for my postal address. Now there is no notice the replacement has mailed and I expect it to show up in my mailbox before support bothers to mention its shipped.
They sure seem loathe to talk to customers. I would have loved some more details like 'we got your email that you sent your reader and are waiting for it to arrive', 'we received your reader and are looking at it' and 'we have shipped your replacement, here is the tracking number' messages.
(for anyone keeping score or comparing problems: my Touch is frozen at the powered off screen and won't turn on or reset, just a flicker of the blue/green light and no response.)
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