I have one tip for you: grovel. I've found that people don't respond unless they know that you really, really, really care. That's why most of my support email

I have one tip for you: grovel. I've found that people don't respond unless they know that you really, really, really care. That's why most of my support emails include lines like "We're here to support you in any way we can so if you run into any problems whatsoever please let us know," or "We'll do everything we can to help you achieve X, so please don't hesitate to contact us if we can help in any way." I've found that anything less strongly worded than that comes across as formality rather than a sincere offer.