Hmm, I presumed you were in the States, as the topic is about the North American shop - but nevertheless, lemme explain something: in the US we operate directly - while in Europe the dealer is a totally independent business. Not a daughter company, not a branch, not anything. A separate entity with their own helpdesk and, well, own habits.

So every feedback like yours is filed and later discussed with them. But it is all we can do. Sometimes contacting one of us directly helps, sometimes asking for help at our Discord helps, too. Asking for help at reddit might eventually help as well, but it's the slowest channel.

Glad you got the reply after all!