I have contacted them in the past with no problem. The issue may be this pandemic thing and the way they have decided to handle it. It took me 2 days to contact my communications provider when I returned home first week of Aug. because they now let everyone answer incoming calls "from home" - which I guess means 2 days later.
Have you tried these numbers: 800-780-4324 x 20311 or 727-535-0572. I would provide an email but apparently their website is under construction?? They used to have one because I've referred to it many times. Good luck.
As far as the noise, it shouldn't. I've never heard one like that. Just tell them to send you a new one....when the pandemic is over???