Do Qmee actually reply to emails anymore?

Up until about month ago, Qmee used to respond to emails within 3 days max. Mostly within 72hrs. Then it started taking about 4-6 days to reply. Now I'm looking at full on week. Sent email last Wed, no reply yet. Sent couple more day after, obviously regarding different issues. I don't send emails on their automated reply because then it'll push my email further down. What's the protocol here? If we send more emails before they actually reply to the first and it regarding different issues does it push your emails further down the list? They state in their automated reply this:

Please do not send multiple emails as the team responds in date and time order from oldest to newest. Sending an additional email on the same thread will push your email up the list.

By that I assume if you reply to the automated response it gets pushed further, but if you send separate emails then it doesn't? Can anyone clarify?

Just concerned at the length of time it takes to reply. They really are slow right now. No reply to email fro last Wed or the two I sent Thursday. Anyone experiencing delays in replies to their emails?