I would send an e-mail, but first I'd try to determine where to send it that would be more likely to get a fast, effective response. Of course, I would try to "tone" the e-mail in such a way that would inspire effective action on their part. I've found that when I get "pissed" and show it when wanting service from a company, I usually don't get what I need in a very timely manner. Being concerned and emphasizing that you've been a customer and a fan for a long time and would really like to enjoy their products tends to be a better approach in my experience.

This has to be a common problem. Have you tried all the forums for MTW-VI and Multiplayer at the .com, read, posted, and bumped? Perhaps PMing someone on the forum staff might at least get you pointed in a direction that might yield results? Not sure if they even have PM there, maybe e-mail instead, but it's worth a try. Good luck, my friend.