jp...ARC is not having any problems. They just don't have an email address accessible to customers. You can call them or fax them at: Phone 763-577-9700 or Fax 763-577-0323. You have to dial the country code for the US first and the numbers above. Alternatively, you can have your dealer call ARC and follow up directly. Also, just to be clear have you already sent in your Ref 5 to be upgraded to SE edition or are you trying to find out how long it will take if you were to send it in? I would have your local ARC dealer follow up on this but hopefully the numbers above will help you reach ARC directly if that's what you want to do.
Hope this helps and good luck.
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