1 week from an email date is average for customer support from anyone. The fact that you left a voice message that is never reliable anyway. I'd try and do email when you communicate with vendors or techs.
Email? Well I got my board last monday and no one ever called me. I called back on Friday and got a supervisor. Magicaly, I got a call from some body, but I was asleep. They e-mailed me to see what I wanted but I told them I already spoke to a supervisor. Seems like they need to work on there communication.