I just had that happen. I got an immediate auto response email saying it could take 2-5 business days to respond. It took more like 10, but they are still replacing it with no problem. If it had been that important to me, I would've just called them. Not sure why they are so slow these days but they do eventually take care of the problem. I'm getting ready to place another order for some Harmony tips and extra cables. We'll see how long it takes to get them.