How can customers deal with you in this situation if they don't know about bitcointalk.
Bitcointalk is not their platform. They have live-chats and what they did are correct.
If you want to get atleast with the mod for getting early information, maybe you open a thread in Stake Forum. Just tried to live-chats and see what they response to your case, click Send Message and they will come to your chats in around 2-5 mins.
Just wait, is takes time a couple mins for the response.