Sorry to hear about that-our customer support usually resolves issues in a day. Please email me directly with your order details at chris@3drobotics.com and I'll escalate to manager to sort this out ASAP.
Just a random heads up that this may be an issue for 3DR that should be addressed to a wider audience.
I recently just bought a DJI Phantom 2 after a bit of decision paralysis. I really like the open nature of the 3DR product line (and the fact that it has a San Diego presence is great) and seriously considered the IRIS but after doing a lot of "forum research" bad customer support when a problem was hit was a very common theme.
I don't even know how "real" of a problem this is versus just being an echo chamber thing but it was pervasive enough that I figured I'd just buy the $600 Phantom 2 as a starter and then reassess if (well, almost certainly when) I start looking for something more than just a 'starter' drone.
