What does the Email say about them not answering any phones or taking any calls? Does he say sorry for ignoring all his beloved customers?
Does he state that maybe they will have an alternative way for you to contact them in the future should they choose to ignore you again? Twitter maybe? Or is the entire communication issue just... you know... skirted, like it doesn't exist?
Nothing, of course! Alan doesn't know what Twitter is. Even if he did, he wouldn't use it. He doesn't use his Facebook!