Similar here. I opened my ticket on Nov 25, initial reply yesterday at noon asking me to run the input test, which I did right away. They responded about an hour later asking for additional photos. It’s been 24 hours since I provided those and no response yet.
They asked me to send them photos of the whole device, front and back, with the serial number on the back visible and while running the “Input Test” so the serial number is on the screen too.
I’ve been waiting for a message back now for over 24 hours 😮💨