Schiit customer service seems poor

Size wise, Schiit is about 1-step above a one-person operation.

No, they do not outsource their CS and they don't offer phone support--one of the many ways they keep costs down. This allows them to sell high value, (mostly) American made products for exceptional prices.

Additionally, many on their staff perform multiple duties. I can't imagine there are more than 1-3 dedicated CS people, if that.

Do not expect Schiit to behave like a "normal" company. If you are looking for instant gratification, they may not be for you.

If you want to understand Schiit better, peruse their site or Google, and read, "Schiit Happened: The Story of the World's Most Improbable Start-Up."

My few times I reached out I had an answer within a day..sometimes same day

Their customer support was pretty responsive for me, the one time I required their assistance.

What was your question and additional response?

Maybe someone here can provide you additional information.

P.S. Speaking humans are an expensive luxury that is not available when you are selling product as inexpensive as Schitt.

This subject seems to generate a post fairly regularly.  Appears someone has an ax to grind.

I’ve never bought anything from Schitt but I had interest in a component, emailed some questions, got a response promptly.

Small, made in the U.S.A. Operation that is keeping costs down, the bang for the buck factor is huge.  Overwhelming positive reviews on their products.  Appears to be the type of company audiophiles clamor for. 
A search will show the same info in response, small, small company, limited employees, email inquiries only.  Many of their products have limited inventory, Schitt produces items based on customer orders / feedback as close to real-time as you can get in manufacturing.