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My experience is that if your problem is one that they know how to deal with they react fairly quickly. If it is a new problem then it takes a while. Sometimes you need to pester them with multiple emails to get their attention.
If this was a problem with a PC, I'd guess that you have a bad battery. In laptops there are two batteries. The main battery and a small battery to keep settings alive in volatile memory. When this secondary battery goes dead you can have symptoms like this. I don't know if the Opus uses this type of secondary battery approach, but it does sound like this.
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