For which model did you make that question? You mean Jtime or supermirrors? How did you communicate with them?sorry here I mean V1 or V2...
In general, if you don't feel comfortable, just change td. All can source the same watches. My experience with jtime was very good, very responsive from the onset. Maybe sometimes I had to wait a day or two, but that's nothing in normal td response times. Maybe he just hasn't the answer, these guys are pretty busy. Plus, consider covid is causing delays atm.