Replying to Warranty issues

Now I'm not at the point where I'm gonna name & shame, but I'm not far from it.

So, the edges have started to split from the sidewall underneath the heel piece on one of my skis. The skis haven't been ridden much and have certainly never hit a box or rails, so it's not damage caused by myself. The base and the edges themselves are actually still in mint condition.

I've opened up a warranty request via my local stockist, who have sent the manufacturer pictures of the damage and my original proof of purchase. They agree it's a manufacturer defect.

So it's been 10 days now and the dealer has still not heard back from the manufacturer yet.
I've also emailed the manufacturer directly, and they've clearly just ignored my emails... like wtf?

I will say, it is a 'rider-focused' brand (big in the park scene) so I'd have hoped their customer service would be sick, I was actually super confident these guys would hook me up nice and easy, but sadly I was wrong.

Has anyone else here had a similar experience where a manufacturer has blatantly ignored your warranty enquiry? This really sucks.