What is the secret to getting a response from the support web form?

I have submitted the same issue twice via the web form on the Denon website. Both times I have received zero response, not even an acknowledgment. However, in both instances, I did receive the post-case survey (including the case numbers, so I know they were received) but nothing to actually address the issue. Am I missing something?

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i asked about delivery time, because iā€™m waiting for 6 weeks now, no response. maybe the support guy is in homeoffice without a computer.