Sorry. In my neck of the woods taking a week to reply to a customer, even if it is simply 'we are aware of the problem and are looking into it', is not superior customer service.... although neither is calling the customer impatient, so I guess we will just disagree there.
In regards to the other question I asked, which you didn't reply to (what is the appropriate time I should wait for a reply to that before I seem impatient?) - the manipulator instructions for the throttle and mixture should be changed to axis drag along the Z axis, not the Y axis, so those in VR are actually moving the throttle and mixture levers forward and backward and not up and down, which makes no sense. Free advice as payback for my impatience.