Thank you Tom & Thank you for your sympathy. Yes I did, the autoreply did not land in my junk folder and I have not heard back from support beyond the initial autoreply. I have been obsessively checking my email (both primary and junk folders) everyday since I logged the ticket on Wednesday evening.
Welcome and sorry you've got issues.
I've read that it usually takes them one day or so to produce the required documents for an exchange of you unit.
Where are you based?