Thank you. I just read your PM. Unfortunately the Reply/Compose PM feature is disabled for my account:
"We are sorry, but you are not authorised to use this feature. You may have just registered here and may need to participate more to be able to use this feature."
Seems like a major shortcoming in the support system.
I assume you can tweak my status? Per your request, is the serial number/IMEI absolutely necessary, or is the phone number good enough? (I won't post either here.) The user is an older person and not quite local, and I wanted to avoid bothering them with long numbers.