Polk bad customer support?

Order# 7092 Received a speaker with some damage.
No response to 2 emails after 3 weeks.

Call 1 got through after an hour. Said they'll send email with replacement info.
Waited a week no updates.

Currently on call #2 been on for 2.5 hours. An agent picked up 30 minutes ago and put me on hold.

Is this the norm with Polk Audio?