actually we have discovered an issue with the ticketing system and emails not getting made into tickets… i hate to ask but can you reply again using the same exact wording you did before? like copy / paste? we are monitoring the mail system now with the ticketing service provider to watch for these issues.
in short i will personally get a copy of the email in my mailbox now too so we can sort this out… but it will be helpful to try to figure out why your original email was essentially lost.