I had a multipurpose sensor die after 2 hours of use. Battery showed 100% then was dead. A new battery wouldn’t revive it. I opened a support ticket 10 days ago and haven’t heard anything back yet. Is support usually this slow?
Calling by phone might get a faster response vs using email to contact them. Opt to have them call back and that way you don’t have to hang on the phone for an extended period.
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It always slows down a lot once the Black Friday sales start through the first week of January or so. Just lots of first time users calling in. 
I agree a callback is usually the fastest way to get a response.
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Just in case this info is useful for others, it took 12 days for first response and 6 days for a follow up response. They are going to ship a new sensor to me.
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Going on a month. One response 2 weeks after opening asking if the issue was still happening (it is) and nothing since. Tired of this crappy support and unstable platform.