filo - I apologize for not replying and realize I must have broken your confidence in our ability to resolve your issue because of this. I am working to get more information about your situation from our engineers and if we can't do this in a timely manner or resolve your issue to your satisfaction, I can provide alternate avenues. I have set a calendar reminder on my desktop to update you on this tomorrow.
I just wanted to reach out and let you know that we've received your latest escalation. We'll be moving past some steps and just going right to a technician visit. An order is being created and expedited to have that done. Just as a reminder I did send you a private message yesterday with additional information.