Masha, Katherine was getting over 300 IMs a day at the peak... which is beyond typing speed to answer, especially since many needed information to be looked up or a new code/serial number given, or a back&forth flurry of messages. She also had a bout of flu in there. When I talked to her last week she was only about 100 IMs behind and should have caught up even further. She might not get back to you immediately but if you don't write to her, laying out the problem, how can she help? Carolly