That is frustrating. Lots of stories like yours around here. Have you tried the ‘Squeeky Wheel’ approach to getting a response? (Send ten emails and ten phone calls a day until they respond).
I thinks absolutely stupid that a company like electron has such a hard time responding to their customers. We are talking about a premium product after all, and I personally don’t swallow the whole “just be patient while their growing” excuse anymore. I think they just ignore it, because, where else can you get your electron gear serviced?
I’ve stayed away from buying an OT because of the lack of updates, and what looks to be the end of “premium customer support”. Lower prices, or follow through on the brand promise - that’s where I’m at.