I have sent three support inquiries for their Highend Theme in as many weeks. I receive an automated messages saying "We’ve received your support ticket and we are already on the case. Expect to hear from us within 48 hours". No other response. Nothing. I have a valid support license. Very disappointing. Has any one else had this experience?

I have sent three support inquiries for their Highend Theme in as many weeks. I receive an automated messages saying "We’ve received your support ticket and we are already on the case. Expect to hear from us within 48 hours". No other response. Nothing. I have a valid support license. Very disappointing. Has any one else had this experience?