Delixe: Like I said. Impulse couldn't give a shit about us. I m now waiting for them to give me a refund after they charged me twice. Not even a reply to say my e-mail is being looked at. It's in their system but that means nothing when you are in europe. So the bets are open. 10 days? 20 days?

cogadh: Stardock is actually a pretty small company of less than 100 employees (way less, something like 60-70 total employees last I heard), so its not really surprising that they don't have a "European branch". Also, you can bet that most of their employees are not dedicated to customer service (i.e. they are mostly developers and software engineers). Given that, it is fairly surprising that their support can be as responsive as it is... now the effectiveness of their support, that can be lacking. Last time I needed help from them, they did respond within 48 hours, but after about a week of going back and forth with them, I still had to fix my problem on my own. I can only imagine how bad it can be for European customers, with time zone differences, potential language barriers, currency exchange rates, etc.
As for your specific issue, I wouldn't expect it to be responded to or resolved in any fashion before Monday. With Christmas Eve tomorrow, I wouldn't be surprised if they take a half day like most of the businesses in Michigan and let everything slide until after the weekend.

soulgrindr: Isn't 2-3 days pretty standard for email support replies? Pretty much everywhere I've been has that as the standard (barring the pointless automated responses).
Can't say that I ever respond to emails in less than 2-3 days either.

TheCheese33: Both Direct2Drive and Steam have support teams, where you send e-mails that act like tickets, which the support team responds to in a much more timely manner. If Impulse hopes to keep up with the competition, they'd better do the same or expect to lose sales.

bansama: You know, when Valve were smaller than Stardock and they were just starting up Steam, their level of support was far better than it is now. They actually responded same day, sometimes within a minute of asking a question.
So the fact that Stardock are "small" has no bearing on the quality of their support.

michaelleung: Remember when Steam forums were actually a great place to be? Oh, wait.

bansama: Actually, I do. It was before they were put online =P

TheCheese33: Both Direct2Drive and Steam have support teams, where you send e-mails that act like tickets, which the support team responds to in a much more timely manner. If Impulse hopes to keep up with the competition, they'd better do the same or expect to lose sales.