The time frame the generic front line customer support gives is 5 business days and no sooner than that. The reality is, because of the severity of the defect, any time you open a ticket on a Kona Electric you get contacted within about 24-48 hours. And they even told me they contacted me right away b/c of that. That is, she confirmed usually it would be a week or more but because it's about the Kona Electric, she moved me up and contacted me right away. My friend has a Kona Electric and heard the next day, so about 24 hours, while my wait was closer to 48 hours.