PBP problem and a silent support team

[pbp_user234]

I received my PBP around a week ago and the keyboard doesn't work. I contacted support that night, while they said they would send me a new keyboard, they havn't said anything since, not even how long it might take to ship the part, nor what the status of the part is. Is this normal? Is there something going on I'm unaware of that would induce a delay in getting this sort of information? As-is, the device is unusable and is making me quite sad.

[vfr400racer]

I received my PBP around a week ago and the keyboard doesn't work. I contacted support that night, while they said they would send me a new keyboard, they havn't said anything since, not even how long it might take to ship the part, nor what the status of the part is. Is this normal? Is there something going on I'm unaware of that would induce a delay in getting this sort of information? As-is, the device is unusable and is making me quite sad.

In my experience, this is normal. Usually, when I contact them for a status update of an order (believe me, I am not impatient) the package arrives before I get the answer from support. If I get an answer at all ...