4KP Support Response Times?

What has been y’all’s experience with service response times on tickets once you’ve supplied the videos, pictures, and other information required by ATGames support to address your issue? Is it normal to go over a week with no movement on the ticket? I’ve tried the chat twice and haven’t gotten a response. I submitted my request to join their Facebook support group four days ago (with my ticket number) and my request has been ignored. Ive tried requesting update via the portal with no response. I’m trying to decide if I should keep waiting, or attempt to fix the defective control panel they sold me on my own.