It took a while but I finally got a reply when I sent one in a little while back. Even the "automated" response took a day or so if I recall.
I have repeatedly had an issue when I send a follow up and it never shows up on my case ticket (even though I have the case number in the subject line). I don't know if there are technical issues, or if those case tickets have to be updated manually by the support team.
My case (very strange aftertouch output from a brand new Analog Experience Factory keyboard) got eventually bumped to tier 2 but each round of email back and forth takes about a week or so, even if they are just suggesting a restart. I still don't have a solution that is working 100% (other than filtering aftertouch out in Logic) but at least I hear from someone about once a week or so.
Right now, I sent a reply to the last email I got on July 4th, it has yet to be acknowledged and doesn't show in my case ticket on my account page - the last email registered on that thread is from June 19!!!!
I have suggested to the team that perhaps their system isn't functioning as they think, since that would explain the spotty responses and black holes that messages seem to fall into...
Thankfully my issue wasn't with registration, but I can image how frustrating that would be for those who purchase but can't fully use the product they just paid for!
