XR500 Nighthawk - serial number in use

Hey everyone,

So last month I've bought brand new XR500. I was so excited about it. 

I happily tore plastic film around the box and started to unpack the modem. Installed antennas, plugged in and - well just follow installation instructions. 

At the very end it asked me to create a netgear account and provide serial number of the product I've purcashed. Happily typed all the info including serial. I did check serial 5 times before entering to make sure it is correct. 

Submitted it and it says that the serial is in use and I should contact support on customer.service@netgear.com. I did that, but that's the second week of silence. No reply no nothing. 

I genuinly have no idea of what to do anymore thus I am making this thread now in hopes I'll get some usefull info or tips. 

Thanks!