Schiit designs and builds products that deliver excellent value at lower price points, and does all their manufacturing in the US. This approach appeals to a lot of customers which has allowed them to grow very rapidly over the past ten years.
But this approach means they are operating at lower margins than a lot of companies - even other companies that are direct to consumer. Relative to the size of their customer base, I expect that Schiit has FAR fewer customer service people than other US companies. It's a lot more efficient to handle customer service via email than on the phone. Many questions can be answered with canned responses (not always satisfactorily) as noted by the previous posters.
Since the audio industry has generally prospered during the pandemic (particularly the segment of the market serviced by Schiit) because many people are spending a lot more time at home, I suspect Schitt has had a difficult time keeping up, and customer service is one of the more difficult parts of the business to scale quickly.
As a customer, you have to decide if you're willing to except less-than-stellar customer service to get the value that Schiit promises and generally delivers. There are other brands (e.g. Pass, PS Audio and others) that put more (sometimes a lot more) emphasis on customer service, but you're generally paying a lot more for their products.
