After leaving a message, I was very surprised to get a phone call. I told her my complaints about trying to reach a real person. She gave me a local phone number to call. User's recommendation: The only thing I can say is...if you don't get an answer from the virual expert, send a message thru the complaint website. That's what I did. It's a shame someone has to be "pissed off" (I don't use this kind of language, but I guess it applies) to get an answer.