No reply from Pionner Support to my request

Hi,

I've opened a ticket with the Pioneer Support in October regarding an issue with my subscription, as it got terminated due to an expired Credit Card. The Support team advised that they want to check internally and went back to me once. After my second reply I have not heard back from them. Their last reply is from November 17th. Is it normal thart Pioneer / AlphaTheta takes that long to answer support requests? My entire set does not work properly due to the missing subscription. Luckily I'm using one of a friend of mine. But ... you know I'm ok paying the subscription, but if you do not get back to me, it's quite impossible.