Customer support didn't help since 19.04 to this day, it is normal?

Long story short: I have a faulty device, logitech pro x wireless after 1 year while charging around 76% charged smoke (out of usb input) and short circuit occurs while charging.

Tried to reach tech support, provided all details, I assumed it will go fast (warranty policy should kick in right?) BUT, since 19.04 I spoke with 3 on-line assistants and right now with 4th that says just now whole ticked been send to the correct department... each time I had to act, no response from logitech side.

It's only me or something is wrong here?