You can't, it's probably just a patch repair.
In my experience, people just tend not to exercise much critical thinking when they need help. People often email the team during the busiest periods (drop cycles or during collaborations) and then just wait interminably. As for declining service, this is only really the case when they literally cannot do anything about it, and often offer to pay for whatever repairs from a specialist might cost. For example, if you quote them the cost of your 3rd party repair (assuming it's gore-approved), they will likely pay for the invoice.
I've emailed them on multiple occasions, both outside of drop cycles & during, and send follow-ups, at most, 2 days later, and I've never had an issue.
You have to keep in mind that the one person checking repair & shop emails is likely the same person doing all of the back of house, which means they're the ones taking care of all the stock, all the orders, all the returns etc. Just keep following up.