Afrihost - Pathetic customer service

I have been a long, long time client of Afrihost. On 27 February I logged a support request with them through my clientzone as I have done many times before. I have updated the request asking for feedback on 1 March, again on 2 March, and now again this morning (7 March). There has not been a single peep from them since the original request was logged, which I find truly pathetic and I can't understand how a highly rated company like this don't have the time in 8 days to send some sort of feedback to their clients?