Customer service / warranty?

I bought the AKG K7XX headphones a little over a year ago and love(d) them! Initially I was concerned about durability as it seemed "cheap" but that was quickly dismissed after I listened to them. That is until last week when the right side of the ear stopped functioning for no reason. I've babied these headphones so there is absolutely no reason for this. A quick google search shows this is a common QC issue with these particular headphones. I reached out to customer service about this last Tuesday with no word from DROP. Is this normal? Maybe due to the current global situation customer service is slower than normal? Regardless, I would think a week is plenty of time for an initial response? Unfortunately these are my only pair of studio monitors at the moment and I needed them for production. It's upsetting that customer service is not prompt.