“So, to clarify, you’re accusing Elektron of ‘terrible support’ for an item you purchased second hand and that you don’t have a warranty for?”
Yup. What would you call complete silence and a form-letter non-answer after more than two weeks - for a known issue and the unit is within the warranty period? If I had got the form letter two weeks ago, that would be normal support.
If I called the Ford dealership to get my second-hand car fixed, I would expect the Ford dealership to call me back. If I called them to get my second-hand car fixed for a car that’s being recalled I’d expect them to call me back and deal with the recall.