Minibrute hardware issue: 2months and only 4 email responses

[Davori]

I don't know where else to turn, as email support is moving at the pace of an unusually lethargic and apathetic snail. If I was dependent on the Minibrute for performance or somesuch activity (this is meant to be an instrument right?), then I would be in a rather bad position. I'll outline the current chain of events.
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30th May - Arturia Response 1: Asking for proof of purchase, etc. Video clip of defect

1st June- Customer Response 1: Am on Holiday, will send as soon as I'm back
10th June - Customer Response 2: Provided all details requested and video

17th June 15:38 : Arturia Response 2: Video is in private mode, please adjust
17th June 15:45 : Customer Response 3: Eeep, have now fixed this.

23rd June: Customer Response 4: Hi, is anything happening?

28th June: Arturia Response 4: Some checks to do (KBD Gate etc)
28th June: Customer Response 5: Providing 2 videos to show all checks etc

7th July: Customer Response 6: Hi, anything happening?

12th July: Customer Response 7: Hi, anything happening?

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Can you please advise me of the following.

1/ Is this a normal duration to have to wait for customer responses?
2/ Will I have this fixed any time soon?
3/ Is this how customers will be treated with the Matrixbrute?

Thanks,
Davor.

[Davori]

Thanks for the response

Here's an update:

19th July 14:58: Sorry for the slow response, please send the unit back to where you purchased it.

19th July 15:41: No worries. As per receipt, it was purchased in the USA, so that would be a logistical nightmare, can I please just return it directly to you?

This was sort of apparent from my address and receipt included in my first email 10/6.