Sloppy customer support?

[gweber]

My cat likes to drop little objects frop the desk. So, after a couple of drops, my Communicator's screen glass is all shattered, and the cover's corners are broken. I sent a message to customer's support two weeks ago, which was aknowledged, but still not answered. I sent another message for another reason a year or so ago, which went unanswered too. What is your experience with Planet's support, and is there another way to contact them, or another way to fix my cosmo?

[MonkeyControl]

If you're using:  hello@planetcom.co.uk then you *should* get a response, that's the only way that I have contacted them in the past.  In my experience they used to be pretty good. 
Maybe they're too busy getting the Astro Glide out the door at the minute.  Two weeks without an answer and a broken screen is a long time. 
I would guess with a broken screen you will be looking at a replacement top half, either return to base or DIY. 
I have a similar problem with two Labrador tails in my house.   

[Zarhan]

I've used this form at https://store.planetcom.co.uk/pages/contact-us and I've always gotten an automated reply with Zendesk ticket creation, followed by a reply within a day or two. Last time I contacted them was regarding CoDi display fix pricing in September.

Sending mail to hello@planetcom.co.uk *should* work the same, but I believe the web form goes directly to their Zendesk.

[MonkeyControl]

I've heard on another forum (see link to thread on FxTec forum) that ZenDesk puts you to the back of the queue if you 'bump' it, if it links your latest enquiry to your last enquiry and interprets it as an ongoing correspondence.  Just maybe worth considering if you follow up, reference the same subject (ticket?) and get dropped at the back of the queue. 
https://community.fxtec.com/topic/3432-pro-1-charging-issue/?tab=comments#comment-59393

From your initial post it doesn't sound like this is what has happened, it sounds like you have just been ignored, which seems a bit dense if my assumption that you don't consider cat related damage a warranty claim and you are willing to put your hand in your pocket for parts/repairs/replacement is correct, and also rude.