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Well, I've had problems like this in the past with other online services (DRM, software installation issues, etc.) and they never gave up after the standard "Copy|Paste a reply based on keywords in their email" response. I've actually had someone come back to me and say "Yeah, we've seen this with others and there is obviously something we need to work out on this end. Let us refund your money for now and then let us contact you again as soon as possible when we think the problem is rectified."
I just thought it was a very strange and abrupt end to an issue that shouldn't take 48 hrs between responses in the first place.
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