I would prefer TerraHash answer their "Support Tickets" or pickup the phone, so we wouldn't have to go through this. I know there would have been many amicable resolutions possible.
Not answering support tickets is unbelievably poor business practice.
But how is it that others have been able to get in touch with TH to arrange visits etc but you can't? Can you not liaise and work through one of these people to make contact?
Still confident TH will come through as best they can, personally.