Then call back.
Or speak to a supervisor.
Let me say this: This is the period of time where people are ramping up for major summer tours, so this is a hectic time of year for most companies.
I'm fortunate, I don't need much this time around. optional mics, replacing commodity items like gaff and console tape, get other readily available items like microphone stands. Nothing major like $30K worth of custom wiring and cables.