I understand that, I've worked in support, and am currently in an IT dept, AND my husband was the support group leader, lol... even so, polite as anything, push ahead as much as you can. Try emailing, I emailed shop@irex... with a support question, and they answered very quickly, and it's less pushy, they can read and take their time answering, and you can state everything a lot better, give them the mac address right there, so they can get on with it.
