Waiting almost a wk for support to answer email

What does it take to get support?  I sent an email almost a wk ago.  It won’t vacuum & only mopping in certain areas.  It’s set to vac then mop but it starts with mopping & wont vacuum

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Hello,

We apologize for any inconvenience caused. If you have contacted our after-sales team via email, our team typically responds within 24 hours. Please verify that you contacted our after-sales team through official channels.

support@mova-tech.com
na.official.site@mova-tech.com

For immediate customer support, you may contact our after-sales team via our hotline:
Customer Care:
+1 (888) 308-6159
(Mon. to Sun. 9:00–18:00 EST)

Please verify if you have received a relevant ticket number. You may also send us the ticket number for further investigation into this service process.

Typically, the device cleans according to the cleaning mode you set in the app. Regarding the anomaly you mentioned, we require relevant video footage, map screenshots, and the device's SN for further analysis.