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Wow... mine finally showed up today! I don't think mine was ever escalated. The guy I spoke to gave me the typical canned answers (that you could tell he was clearly reading from a computer) about how I should check my spam folder, etc. Today I woke up to an email telling me my production video was in my account. Logged in... and sure enough... it's my actual X3, not a generic vid (and all of the cameras worked). Granted, mine was produced a bit later than both of yours... but maybe there's still a bit of hope?
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