First ticket was submitted on Nov 6th when I saw the charge on my bank online # 3265013 which got a message "Just checking in. I was wondering if you need further assistance or have more questions, just let me know and I'll be happy to help!" about 3 or 4 days later. The second ticket was opened up around the 9th or 10th under ticket # 3259179 and on the 12th I got the same stock reply of "Just checking in. I was wondering if you need further assistance or have more questions, just let me know and I'll be happy to help!". I live in California and called the customer service number listed as 408-852-4336 at 1pm (making it 4pm Eastern) and was on hold until 3:37pm Pacific (making it 7:37pm Eastern) when I got the automated message then hung up on.