I’ve heard of a couple folks using a chat to resolve difficult problems after being directly contacted by Support. Other than that there is not a chat option. Don’t know how long it has been since they last communicated. One day? A week? Days seem to be typical.
I presume the standard troubleshooting included checking the ribbon cable connections at the rear of the lid and the sides at the rear where the connections to the LEDs and the safety (lid and front door) stops are?