My case is similar; pending decision from Rad about replacing my battery.

Update: finally got thru to service. Larry was very helpful. I had posted videos on the case supporting my issues. One video showed how I connected the charger to the battery per owners manual and showed my attempts to make sure was not in transit mode.
Brake replacement on order.
Battery issue pending after I sent additional photos. He needed pictures of the charging port (looking for arcing due to some metallic object(key)  shorting it); picture of battery connectors and connectors on the bike (looking for shorting issues).

My problem is getting service to call me back after I choose the ?save your place in line?,
No return call since Tuesday? call. Patience?

When I called customer on Tuesday, I opted to be put in the que for a call back. Wednesday I opened a service request via the website.
Friday morning and still no callback.
Does anyone have advice on getting service to respond to my requests?
Hydraulic brake failed
Battery failed