[AVfile]

I gather they are short staffed, as things have gotten worse in the last 6 months.

In the current environment, if there’s no quick answer from them it goes to the bottom of the pile and I never hear back. If you have a critical issue they will probably reply immediately, but the more nuanced or subjective issues don’t even get an acknowledgment. This low-hanging fruit approach doesn’t work for me, because I don’t like to call them for intermittent or minor issues.

The one time I called to escalate my issue someone else answered and said Mike was working from home (Covid lockdown time) and I should email him, which I had already done.