That's the standard response for that problem. Basically, they don't know what causes the speed issues, either. To be somewhat fair, all their systems do run the vast majority of games at perfect speed (The ones that don't are mentioned on their compatibility list). However, there are definitely a LOT of people for whom it runs either too fast or too slow (And it doesn't seem to depend on the speed of their machine... We had people with PII 300s and TNT2s complaining of it running too fast, and people with PIII 733s and GeForce DDRs complaining of it running too slow, even after they'd tried all the "normal" suggestions for getting speed increases). And, I'm sure that one or two of those people would be willing to either give bleem their ENTIRE specs for their system, so the people at bleem could recreate it (In fact, we gathered a few people's MSINFO dumps, which should have enough info to recreate the exact same system), or send in their system in exchange for a new one.
And, I'm really not surprised that Brian is behind on the E-mails. He and I used to split them between us, with help from DY when we'd start getting behind (The questions ones are pretty quick to answer, but a lot of the tech support ones require some research for the latest drivers, different hardware, etc)... AFAIK, DY isn't doing any E-mails anymore, so it's all left to Brian. I feel sorry for the guy. Getting thousands of E-mails to answer by himself, and the majority of them are ones that he doesn't even have answers for. :/
Oh, BTW, in case you're curious, the part about running stuff in the background didn't used to be part of the standard response. Then one of the guys there saw that ID recommended it in their troubleshooting section for one of their games (I think Quake II, but can't remember for sure), so we figured if it's good enough for ID, it was good enough for bleem!
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al'Lan Mandragoran