I'm going to give them a bit of time, as you pointed out, it is their New Year now. I will contact them again but as a paying customer, I shouldn't have to chase them. I don't know if links will paste into this window but if it works this is the url for the support where it says guaranteed response in one working day.
That was one reason I decided to buy it, as opposed to going looking for freebie downloads. I used to use Freemake but it wouldn't handle the H.264 and this said it did. In fact thinking about it now, Freemake support was better and they are Free!
I should maybe start looking around for a replacement for them, any recommendations? I just want a media suite that I can get support for when it doesn't work and that is kept upto date with new codecs as they rear their ugly heads. Don't want much do I