I did, and my request was answered, complete with an apology.
"
Dear Garrett,
Sorry for the late response our support system somehow skipped your ticket.
"
I appreciate the response and apology, but I do hope FinalWire is working on improving its customer service system for efficiency and accuracy. I am not being malicious when I say that this experience will prompt me to consider other similar software when renewal time comes. I (and others I'm sure) cannot afford to lightly spend money on software (or anything else) in this economy. Delays and difficulties with customer service will eventually cause customers to look elsewhere, regardless of the quality of the product.
- Garrett