Does Kaelo care enough to respond?

Kaelo promises a turnaround time of 8 hours on their queries after a reference number is issued. great service promise right?

However, even after the initial 8 hour elapses, and you take the courtesy of calling them, quoting the reference number issued and letting the consultant know of the non responsive treatment you experienced.

Here I am two days later and still no response to my query. I dont know if we can realy rely on Kaelo's service promises.