Yes. They usually reply or act as fast as 2 days. I actually got a complaint from one of my client regarding ‘no return no exchange policy’. Received the regular mail with a copy of the said letter just after 2-3 days after the complaint was made.Complaint was done thru their hotline. It will have a ‘ticket number’ and will ask you to reply directly to the concern person/entity and copy furnish to their mediation division on any actions taken. P.s. even the complaint was unfair for us(I think) we just agreed on exchanging the item just to free us some headaches.