Razer support?

I have created a support ticket and gone back and forth via email with a Razer representative, and now it’s hit a point where I keep getting the same email to provide a screenshot of my problem. I replied with a screenshot and they just sent me the exact same email again. Razer’s email says if I  don’t reply within 48 hours the ticket will automatically close, am I to assume they’re working the problem and just keep resending the same screenshot? Obviously, I tried calling and Razer just has an automated system that says to go to their website, I haven’t been able to talk to anyone and I’m wondering basically what’s going on with the ticket or if it’s possible to escalate it above the representative currently emailing me, because I feel like the problem is going nowhere.