First step is pro-actively calling them and speaking to a human. It does happen but you need to be pro-active and not waiting on a reply to a ticket. I can im

First step is pro-actively calling them and speaking to a human. It does happen but you need to be pro-active and not waiting on a reply to a ticket. I can imagine that ticket slowly sinking to the bottom of the pile as nobody wants to take that on or make that decision, especially in writing!