Now I have received their automatic response to my queries. I must their machines are about as punctual as one could ever ask but the human element is either overwhelmed or non-existent. These posts are my feeble attempts to get someone's attention but so far....zilch, nada, rein, ......
You are actually right about the turnaround time. It hasn't been this bad in a while. Normally, you get personal responses within 48 hours.
I personally have three outstanding issues with customer service, and after my second round of inquiries also received auto-responses.
The problem is, they went right into my spam box and I never even saw them until I read this post. Anyway, hold tight... they will eventually get to your issue, and my issues and all of our issues. They always do.
Sorry, My issues was that I have published three Science Fiction Books, "Annihilation Trilogy", and if you go to science fiction new releases and click on hot new releases a drop down box appears and the bottom element was series. I had published a series and I wanted them to have them listed at that site. I had some difficulty getting them to understand what I was trying to get them to do. However, they were placed there today and they changed my issue date to yesterday to give me the tull time as a new release. I'm sorry I didn't explain what the problem was however, I think that they would have had to handle this particular problem.