Here's the reply I got from Dominic at SONICblue Customer Care:

"Let me clarify this for you... Estore order status checks can be done through our CS department (1-800-468-5846). Digital River has nothing to do with our customer support, and is more 'behind the scenes' when dealing with Estore operations. All of our customer service representatives are aware of this. I would be really interested to get this customer's information to see if we have record of his call."

So there you have it - leave Digital River out of it and talk directly with us if you have a problem. Clearly you should not have been told to call DR - if you can remember who you spoke with on the first call, please let me know and I'll pass the information on.

Rob