Long delay in converting pdf to Word format

I uploaded a 7.4MB pdf document to convert to Word format nearly 2 hours ago and it is still not complete. Is this normal ? because if it is it is, this package does not do what it is advertised to do. Any ideas. Thank you

Good day,
As ExportPDF is a web-based service, you'll be able to access your subscription from any computer that has a modern web browser, an updated version of Flash Player and an internet connection.
Kind regards,
David

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    William B. Kohn, Esq.
    General Counsel
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    769 Northfield Avenue
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    West Orange, New Jersey 07052
    (973) 325 - 1300
    (973) 325 - 0376 (Facsimile)
    [email protected]<mailto:[email protected]>

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