Or, it's 13:00 on a Monday in Berlin, customer support/PR department just got started and are working through the weekend backlog, haven't had time yet to respond in any reasonable way.
I didn't mean to imply there is no customer support on weekends, but usually you have a weekend crew that is a lot smaller than the typical work-week crew, so there are still things to catch up on after a weekend, even with crew working weekends.
Their loss. I'm not touching them with a ten foot pole unless they acknowledge what went wrong and what they will do to make sure they don't fuck up like this again.
