Poor Customer Service

Fortunately I've never experienced that with products I've purchased Emotiva, Parasound, Pass, Ayre and Magnepan where someone always answers the phone or email but agree not to respond is a sign of disrespect and I wouldn't trade with that company again either.
Good luck

No surprise here ….

COVID redux has exascerbated it for sure, but far too many distributors and / or manufacturers had crummy post-sale or tech service even before the pandemic.

That is precisely why I chose BRYSTON as my digital media player and dac as an OEM supplier, Their tech support (and robust build quality and supporting manual ) is top shelf and always there for me ….. full stop.

As an example of the expanding contrasting norm, there are numerous digital streamers etc. that may be sold domestically; but when you check them out, their tech support is actually sourced offshore ( e.g Taiwan) that can only be contacted by a digital mailbox that frequently exhibits your black hole experience.
Yup, the response seems to be at glacier speed or continental drift , if any response at all.
The support workaround is to buy from a local experienced dealer and build that relationship.
Caveat emptor

I've never had a company outright ignore me. BUT....

I HAVE (just recently, actually) had a manufacturer take several days to get back to a question I made via email, but they DID eventually get back to me.

Unfortunately, that several day gap between communication (and I had called twice after opening the case via email) led me return the product for a refund. 

I chose a different option from a different manufacturer.

I’ve had excellent response and support from the companies I deal with with the sole exception of Aurender. I finally became so unhappy with their quality of support that I dumped the damn thing and bought a Bryston BDP-3. Which is what I should have done at the outset.

I know many people praise Aurender support. My experience was that their email responses showed they never bothered to read the initial email inquiries. Support (in the US, at least) seemed to be provided only by one guy named "Ari."