Looking back at my past support tickets I might be a bit too harsh towards them. They answered my queries at least in five days. So they might actually opt him out before the deadline.
Also:
It ultimately depends on where the topic falls within the hierarchy of immediacy. I've submitted a couple of tickets over the years and both were answered within 3 days. The first was seeking clarity on whether or not gifted pre-orders activated after release include pre-order bonuses* and the second if it were possible to have my regular CoH2 pre-order reverted to a gift item. (The answer to both was "yes".)
* I also suggested that the answer to this be added to the Gifting/Trading FAQ, but clearly this went ignored. You can lead a horse to water...