strange, i sent my first pair to the same location. Called them once after 2 weeks and spoke to a guy name hector hernandez and he gave me a very short update on my hp.
Try calling early in the morning like right when they open (I believe they open calls at 8am or 9am) were the both times I manage to speak to someone
Hector is the guy I left messages with. But I'll take your advice and call first thing in the am. How long did it take you to get your replacement?