Lift customer service

Anyone else waiting weeks on Lift customer service?
Looking for a reality check and some advice. I bought a brand new Lift 5 setup, which is not a small purchase, and getting anything handled through Lift support has taken weeks. This is not a case of slow replies. Emails on my initial issue went unanswered completely. I followed up multiple times, left messages, and never got a call back. The only thing that produced any movement was escalating, and even that dragged out.

I understand a company can get busy, but this is basic communication. Acknowledge the email, give me a timeline, and follow through. Being flat out ignored after spending this much makes me nervous about what support looks like in two or three years when I need parts or a repair and the board is out of warranty.

Two questions:
1. Has anyone else run into this recently, or did I just hit a bad stretch?
2. Is there a better way to get repairs handled than opening a ticket and waiting? A direct contact at Lift, a dealer or service center that actually moves, anything that works better than the standard queue?
Appreciate any input.