We respond as soon as possible when we're in the office, Monday through Friday, 9am to 6pm Central.
If you wrote us during business hours, the most likely reason we haven't responded is the way spam, or unsolicited email, is handled at the email servers between us, or how it's treated once it reaches the Macs here or your Mac there.
Spam may be blocked or placed in a special folder at either your or our email servers. Several factors affect whether an email server believes a particular message is really spam and those factors may be treated differently on different servers. When an email server thinks a message is spam it will usually prevent that email from reaching the intended recipient. That means your email may not reach our Macs and our email may not reach your Mac. It looks just like the other party is not listening when they never had a chance to read the message in the first place.
In much the same way, once email reaches the Mac it may be automatically moved out of view by a junk filter. Just like when a message is blocked or quarantined at the server level, the end result is it looks like the recipient is not listening - but they never had a chance to read the message.
We take serial number requests very seriously. If you don't receive a response to your request within one business day then we truly haven't seen it. Please send another request and include your full phone number. If you do not receive a response, call us at 800-721-5492 and we'll give you your serial number over the phone.