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Hexagon Customer Service

I'm I the only one who has experience shitty customer service ? I feel like I'm their black list or something.
Website tells me to submit a ticket for " Faster service " I did Three weeks ago. I called the second week to let them know I had submitted a ticket and the lady told me to wait for a call back. Three weeks later...Nothing.... I submitted a simple ticket for a Report question about DATUMS showing in my reports and I wanted to hid the datums. Anyways anyone experience this before and what did you do to finally get a call back from them?
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