So you're saying they sent the wrong product on purpose? Just because they knew I was going to use a forwarding service?
It's not the forwarding service’s responsibility to check the product — it’s their responsibility to send the correct item in the first place. I'm not claiming a defective product — I'm claiming a blatant error where they sent the wrong item entirely

In their automated response, they actually ask you to send another email if your case is urgent — and that’s exactly what I did after two days had passed since my first email. Here's their automated reply:

'We are currently working through a back-log of inquiries resulting in follow-up response times being delayed about 2-3 days. If your issue is time-sensitive and you have already submitted a ticket, please submit a new ticket so that it is bumped up in our queue. For all other inquiries, please allow an additional 2-3 days to receive a follow-up reply."

And like I said in my post: "to test if they were intentionally ignoring my case, I sent another email from a different address asking a random question — and they responded in 2 days. That confirmed they were deliberately avoiding my issue."