I sent DVICO a support request about two weeks ago and haven't heard a thing from them.

Does anyone know how to get in contact with them and have them actually respond?

I've contacted them a couple of times and they seem pretty receptive to comments. Are you using their Q&A section?

I would suggest you re-send it using their Q&A section. However, (you're going to love this) wait until after 9/28. They are off for Thanksgiving from 9/24 through 9/28.

Yep, I used their Q&A section.

I've heard from the retailer I purchased it from that they usually only respond if they have a solution to the problem.

I've heard from the retailer I purchased it from that they usually only respond if they have a solution to the problem.

Yep, this is true. If they do respond, it will be within a few days after you sent your message. If it has been two weeks, you aren't going to get a response from them on the issue.