I have two tickets in at the moment I am waiting a response on. It says allow three days but I haven't even had a ticket acknowledgement about a week later. I am going to brew tomorrow and revert back to manual if needed. I was hoping to hear from them before I brewed but I will have to keep pushing. I'm a little disappointed with the support but I'm hoping it's just due to NHC.
BTW, I don't see a reset on the unit, but I did do a software GAS factory reset to make sure I hadn't clicked Electric on accident. Nothing changed though. I was still getting 2 second cycles which isn't even long enough to light a burner.