I have always has good luck emailing the FS for advance trip planning until last summer for London Canary Wharf (Dublin was a bit better thought not great). Suddenly I had experiences similar to the OP's and others. Emails bounced or never responded to at all. Was a bit dumbfounded as it has always been easy and swift to email the conceirge (I always do this with FS), but I had the distinct impression that there was no "there" there anymore and they had either did not have the staff to support that level or service, or wanted to shut it down entirely. Very disappointing.