Thank you for your post - please, continue to work with our support team in order to get this issue fixed.
Perhaps is they would call back I would do. I logged a call with Anna WEEKS ago, I never got any call but rather just the same email from two engineers. I have sent my request days ago and was asked which tape drive I was using, but haven't heard back since.
When I try to call the support line, I just get music for a few minutes then an answer phone...