Just seems like PRS support is very lacking. IMO........
Actually, PRS support is utterly
fantastic. If you're the original owner, and have an issue with one of their instruments, they do backflips to take care of any issue.
You'd be surprised, however, what a relatively small company PRS actually is. If you've ever visited the factory, it's not some vast, sprawling complex like you might imagine - being from Detroit, I know what big factories look like, and how many people they employ - a guitar maker is different, even a popular one like PRS, and compared to Fender and Gibson it's
much smaller. PRS runs a tight ship, and folks have lots of duties.
In fact, PRS' factory is not as large, and has fewer employees, than many of the small automotive
suppliers' facilities I used to do work for back in my old law practice days (a car company has lots of very small shops supplying specialty parts, plastic moldings, down to nuts and bolts, etc).
This was very clear when I visited PRS for their 30th anniversary event.
Customer support's obvious priority is taking care of issues that arise for their warranty owners,
as it should be. Random inquiries about 5 year old guitars and their info are obviously lower on the priority scale, so patience is in order here.