I'm a big fan of Paradox and their usual way of customer support. But here, they screwed up. Nothing major, but still enough that it might annoy some people and diminish loyalty and customer retention.
Even though a lot of the staff might be on vacation now, someone with a certain responsibility still has to be around the office. And while this someone is probably not capable of fixing the PC issue, he should be able to give a short statement explaining why things are taking so long and when we can expect a solution. This non-transparency is unnecessary and could turn out far more costly than the problem, whatever its nature, that brought about the necessity for clarification in the first place.