Support Question

I’m looking for ideas on how responsive is MicasaVerde support is generally? The reason I ask is I opened a trouble ticket on a Vera 3 11 days ago and so far I have received two emails from a support person with no update on my issues. My concern is that my problem won’t be resolved by the end of the month. This is a problem because I upgraded and need to send the Vera 2 back for the $150 refund by then. I’m not going to do that until the Vera 3 is working properly.