If you do not hear back by email within a day or so (in other words by the middle of next week as they will not be in a position to reply over the week end), I'd strongly suggest that you phone them. For these things, a telephone call to a real, live, human being can save an awful lot of time and can often lead to a swift resolution, or, at the very least, a clear set of instructions or suggestions, and sometimes, further help. Make sure that you log the call - names, dates, what was discussed.
Having left some of the accessories/peripherals (by mistake) of a Bose Soundlink Mini in central Asia - without which the thing was unplayable - I tried to make good the missing pieces in airport shops, assuming that they would readily have these accessories to hand and that I could buy them.
They didn't stock them, - which surprised me - and I ended up having to phone Bose, explaining what had happened, and requesting them to send me the relevant peripherals. Naturally, I offered to pay for them. However, to my delighted surprise, they insisted on sending me the accessories at no cost.
