Searching around the forum here, it seems like ‘solid status led’ is indicative of device malfunction. Some suggest the 20-20-20 reset method.
You could also try powering it via USB-mini to see if the wall-power-adapter is defective.
I could be wrong, but probably this ticket would have been routed straight to the reseller based on the problem description. My guess is the response-time is typically “within 1 business day”