At the bottom of every window is "Help & Support" and all you have to do is click on it and follow the directions. Every time I've used it, I've gotten an almost immediate acknowledgement and a follow up response within 24 hours.
Try it. Hopefully you will get the technical answers you are looking for. I'm not sure what the policy is for responding to Forum topics. I have seen staff respond to them but not on a consistent basis.
Try "Help & Support".
I used to have a premium memebrship and canceled it after a lack of a response from the chess.com staff on whether a windows phone 8 app was in the works. After looking through the forums it looks like they also chose to ignore all the Windows Phone 7 customers too. I'm not demanding they make a wp8 app but it would be nice to know if it's even a possibility at the moment.
If chess.com just chooses not to read their forums, then ok, but why even have a premium member forum then? I posted my question about wp8 there while I was a paying member and still got no repsonse. How have they grown so much with such poor customer service?
I used to love this site and still like a lot of the learning features but am so disgusted with being ignored that I hardly ever come here anymore much less purchase anything. I wouldn't keep pushing this if I didn't enjoy this site and didn't want to be a member again someday, but after 3 weeks of being ignored, I'm starting to think my stay here will be much shorter than I would have liked.