[davidhegarty]

We take a huge amount of pride in our Customer Service.

We have a target response time of 4-5 hours, and try to make sure every user questions gets responded to in under 1 business day.

We think it's reflected in our reviews on the App Store (http://goo.gl/dn4zYC).

Someone not getting a response shouldn't be possible.. our workflows aren't setup that way. That's not to say that it hasn't happened, but when it does it's usually for a technical reason outside of our immediate control (e.g. user's spam filters).

Happy to de-bug the issue publicly on hackernews, but so far I can't find any record of a user with an email/name similar to that username, and the user hasn't contacted me.

I'll update as I know more...