but seems like PM has many issue since the outage last week, then this week about incoming calls. I don't see they can clear up the tickets anytime soon
Response times are much closer to normal now at about 4 hours. Did you recieve any reply? Try sending a new private message with your name, mailing address and order # for the customer support team to send you a prepaid shipping envelope for you to return the phone in. Mention that you had submitted your request last weekend with no reply. It's possible the ticketing system automatically closed your ticket after 48 hours of no response from the CSA's. Private message requests cannot be automatically closed.
@drama1 from what I heard, PM was really busy catching up with the unusual high volume of tickets. If you already go a message from PM earlier in your community inbox, reply that message again and ask for update.
I have the same issue - I fully filled out an exchange / return ticket days ago for a defective phone we just received and have received NO reply whatsoever to the initial ticket and follow up messages.
