Oxford Nanopore Technologies service issues

I am using Nanopore sequencing for quite some time now. From time to time I need to contact them to seek assistance in the issues I encounter since this is relatively new technology so they are the sole sport providers being the inventors. However, looks like they seriously lack technical knowledge and professionalism because the emails are not responded for a long time or not at all and the level of technical help is very low and unsatisfactory. I am trying for the last 2 months to get a simple problem be resolved or at least explained but no help yet. This is not the first time and I am really fed up of this. Please share your experiences if you are through the same pain.

[@innovative_learner]

@Bees & Ants commented here but removed it today? Please contact me again for further details. Thanks.