Long time for device registration ?

Have had a faulty venty for a couple of months now ( was working 90% of the time from first session out the box having error codes but bricked around a month back) and upon it being non functional registered for the RMA process yet 3 weeks later am still waiting for the registration to be approved - I have reached out to storz and bickel multiple times with no response

Having registered 5 craftys and them all being approved within 48 hours I feel like s+b are ignoring it deliberately , has anyone else had issues with this?