Lost parcel - No help since a year

I contacted the support via email and via the community platform for several times but received no help.
I purchased over 400€ over a year and a half ago and still missing my PPM while all other backers already have theirs.
Someone finally needs to take care of this case and initiate a new shipment. Your customer care is so disappointing and anoying.

You already got every information about the parcel and DHL from my side. Just do something now!