I agree, the sales / support staff is probably a different department. They probably don't even know who to contact. I'd imagine it would work something like this. I need to contact my manager, who then has to contact their boss. The boss will have to find the head of the support department in charge of this. Crap, it went to the wrong department. You have to email this person instead. Then it has to trickle down again. It's basically a game of telephone.