[jussij]

I can vouch for that. From my experience this is how it their tech support works.

You raise and issue and they give you a ticket to track the issue.

They then send you an e-mail asking for more details.

You reply with the details and then they send you another e-mail saying the issue has been escalated.

A little while later you get another e-mail asking for the exact same details as the first e-mail, so you send them the same details.

You then get another e-mail saying this issue has been escalated.

Guess what happens next.

You guessed it, they send yet another e-mail asking for the exact same details you have now provided on two occasions.

They bounce you around in an infinite loop with a continual stream of spam e-mails until you finally get fed up and close the ticket.