Let's see where do I begin???
Had a problem with an old build(over 3 years):
*BFG video couldn't help me, said RMA, sent email not more than an hour later.
*ECS motherboard... yeah, put in support request 3 weeks ago, got the auto confirmation email and I still have yet to hear ANYTHING from them.
Then I had problem getting new board, cpu, and ram to work:
*MSI said return the board to vendor, I said I can't, he said ok, RMA in email... hour later it is.
Now here's the funny part, turns out (after they walked me through their 101 steps to narrow the problem)... it all works! Just needed to reset CMOS and boot with only ram, cpu, and video card, change settings in bios, and viola! Didn't need to RMA anything!
So my answer to your question... call em or email em. Something's up. Shouldn't take that long if all these companies were able to get me an RMA number in a hour with the exception of ECS of course.
(waits patiently for a reply from ECS)