Lack of response from customer service

After being allocated a request number and a customer service person making contact I was hoping for a quick resolution to the issue but now the agent (#006) seems to have gone AWOL. There has been no response from Sena for 9days following giving answers to the initial questions on the 50R issue.
Is this the normal way Sena deal with their end user customers ? Have other users experienced the same ??

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