[TStorm]

I agree that the PWA should be actively looking to expand to become more versatile and such. However, from my personal experience anyway, the PWA regularly monitor there emails and respond hastily.

Naturally, the occasional email will slip through unnoticed by the team, but I believe in your case Nico your email must be either low priority and not worth the time nor effort. Or, as mentioned previously, your emails may be slipping through unnoticed. If something needs responding to urgently, I'm sure they'll reply. Of course, people are going to disagree here and I respect that. But my personal experience has been somewhat a positive one.

SHORT VERSION:
Hire more PWA and keep the current system of contacting Global Staff. (ie. emails, forum PMs, etc)