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Oculus support - no response for 10 days... help?

Level 2

recieved my Rift a couple of weeks ago and it has two issues. The image
is slightly tilted to the left and there is no positional tracking on
the rear of the headset. I got fast responses at first with the basic
responses make sure you have current drivers, is the camera facing
towards you etc. They sent me a calibration tool, but it didn't work.
So they said can we verify your order number and shipping address which
was fine, I sent my order number and address. Fine so far.

Since then I have had no response for 10 days. I emailed two days
ago but nothing back. I submitted a new ticket this morning just incase
the first support ticket has been lost. I just checked and it has been
marked as solved with no email or message explanation from either
ticket. (The origional ticket is still marked as open). My origional
ticket now says last activity 1 hour ago. But there was no activity,
there is no message or email.

If anyone from Oculus is reading I'd appreciate some help. Many thanks