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Indeed they are 2nd or 3rd largest in Europe.
No idea of the verification process. I think they called me. For finnish it's a bit easier too -> oh you can read our site? Then you are probably finnish :)
Generally they reply to customer service requests within couple of hours, hard questions might take a bit longer. Calling them will speed things up.
HW replacements might be at times faster than you realize there is a problem, on HDD failures they always ask permission first to replace (if you want to try to recover data).