@Ghedebrav & @Miguel_Dominguez_Dur
The support is currently overworked and has a huge backlog, they just hired more staff for being able to deal with it. So yes, unfortunately currently the support is not as it should be.
However, if you need to speed up your request, you can call them, or if you feel you waited too long, you can post your ticket number here, so someone can have look into it.
Though I don’t know if they have batteries on stock for warranty cases.