Please answer my support ticket!

Please could my support ticket be answered; it takes days for the support team to reply and I have been without a working Drobo for over a week now. I’ve even purchased a new one and I need updated firmware. I need to my files if at all possible. An answer today would be appreciated preferably with some firmware. Not very impressed at the moment

The firmware Drobo supplied was in an empty zip file that the manual install rejected. This is now 11 days without a Drobo. Can you supply me with the correct .tdf file please ASAP. I am hoping someone from support will read and action ASAP. I am trying to run a business here!!!