Hi there
raistlin,
First of all, I just wanted to apologise for the fact live help wasn't available when you needed to talk to someone but I'm glad that you felt able to use the e-mail feature instead. The team do try to ensure that live help is on-line twenty-four hours a day but we're all very busy trying to adjust to the new system and, with exams and various other things going on, things are very hectic at the moment. I do intend on expanding the team over the next few weeks so, hopefully, staffing on live help will increase dramatically and live help will be more available to those who need it.
The usual response time for a reply e-mail can be quite varied but the team try to ensure that e-mails are replied to within roughly two hours - however sometimes it will be a little longer, unfortunately. I've just checked the Inbox of the e-mail system and there doesn't seem to be any outstanding messages so if you haven't received a reply then we haven't received an e-mail from you at all, hence your receiving no reply. You might also want to check your junk mail if your e-mail is filtered because sometimes our replies will end up in there, due to the fact your e-mail server won't recognise the address.
Let me know how you get on, and take care.
