Emailed the Company as it states you will receive prompt service. I was given a support ticket number and it states in their email reply allow up to 72 hours. That was two weeks ago. I also tried contacting the company at their customer service number 1-88*-***-****. No one answers I stayed on the phone for 25 minutes, while their automated system plays classical music. I tried contacting them on several days and still no one answers their phones. User's recommendation: Don't purchase their Digital TV Converters.