Russell, in follow up to your support case not being answered for 7 days I spoke with Mike our customer support manager and he assured me that we don't leave hard cases laying around.
We think the culprit is a rare bug in the support system that somehow sets the status of cases to already being answered even when they haven't got an answer. I'm certain that must have happened here because the support staff answered all questions in the queue several times over the Holidays due to the low volume of support cases. Thus every case that was waiting to be answered had been answered. So they didn't even see your case in the list to answer it. Hopefully this will help us narrow down what causes this. If you ever wait more than 3 days file a new case and just mention you already have a case open. What that does is lets us find your old case and merge it with the new one.