Maybe they just have it in for you? 
LOL .It feels like it but I’m sure they will help me eventually.
It’s labor day weekend plus covid is causing worlds of issues I am sure they will get back to you soon enough. Haven’t had any issues with them personally
Not being able to trust custom cable makers is what drove me into DIY, you never know if they bothered to hook up the shielding correctly or stripped it entirely without cutting the cable apart.