I send an e-mail to reset my product, but there is no return, why

I have a FMB920 model device, 10 units of this device have been purchased and I have sent an e-mail many times to request one of them to be reset, but there is no return why. Even Microsofta, which has the most customers in the world today, can send a mail back in a few hours. And while microsoft has sold less products than you, they can help me in this way. What is the reason why you never return?