Help with Stardock Support

So I recently bought GalCiv 2 Ultimate Edition and, like many other people, got a serial number for "Endless Universe" instead and was (and still am) unable to update.  I found other posts in this forum mentioning this problem and suggesting that the only way to fix this is to email [email protected].  So I did that, but I have had no luck so far.

After waiting for 5 days, I get an email from [email protected] saying that I should document my serial number, game cd, etc, and they would give me the correct serial number.  After sending a reply with .jpg files as they requested, I hear nothing from them for another 5 days.  Today, I got an email from [email protected] saying that they haven't received a response from me and that they would close my ticket in 48 hours.  I replied to that email by saying that my problem has NOT been resolved and sending my pictures again, but I am not confident that they will get my email this time and I really don't want to wait another 5 days in the support queue if they end up dropping my ticket without resolving anything.

I am hoping that someone reading this forum from Stardock can make sure their customer's emails aren't going into the spam folder, or, in the more likely scenario that I am doing something wrong, tell me what I am doing wrong and why I am not getting support.  The only thing I can think of is that I sent my picture documentation to [email protected], which technically isn't the same email address I used the first time, but it is the address support used to contact me.

On a side note, I am very much enjoying the game, and I would really like to update.  Thanks!