Assuming your in the U.S., just call their tech support (714.680.0898) and always press 0 for the operator...ask for Mike or Tony. Mike will likely give you the run-around, so tony might be the guy to talk to. I'm serious about them giving you the run-around, though. Yell at them enough & they'll obey. As for a rep visiting the board, that would be a good suggestion. What board do you have by the way?