It's been 2 months now and I've heard absolutely nothing back from QF customer service. I've followed up on the support request through their customer service form, nada. Tweeted at them and have subsequently messaged back and forth with the Twitter team on multiple occasions where they said they followed up with the customer service team and that I should hear from them "shortly" (first told this over a month ago now).

Is this a normal QF customer service experience? Whether or not they're liable, I would at least like to hear a response from them, so I can figure out if I need to get AA involved or what. Any advice on how to get someone to actually respond to a QF customer care inquiry?