[danielroseman]

Not at all: it's you who don't seem to have read the post. He reaches a person, who completely fails to help in any way. Eventually after a further series of emails, someone cancels his order and fails to ship him the actual phone he'd been waiting for. I can't see how calling Support earlier would have helped.

[mrb]

You are right, I confused Saurabh and Æsa. However, 5 days after calling, he received an offer to cancel the purchase & disable the device, which may indicate that the phone call did help trigger something.