Does Shimano care?

About 5 weeks ago I sent a bicycle cassette, via my local bike shop, with rust on it as a claim under warranty. To date I have heard nothing and the local bike shop tells me that initially Shimano was busy with the Cape Epic and now does not return emails. It's a pity there is not more competition - if it had not been for the fact that the local bike shop lent me a cassette I would have been unable to ride for 5 weeks. Does Shimano care?