No it's not normal.
When I've sent a message to support I've had one back.
But, unfortunately, we are living in extraordinary circumstances at the moment. Maybe they are working on something, no one knows unfortunately.
Try contacting them again and again until you hear from them. I'm sorry to hear that this is happening to you.
You might have done this already but, if you do contact them tell them your P.C. Specs and everything. Might help.
Another thing, you might done this a thousand times already but uninstall. including all folders regarding ACHAT. I've got a uninstaller called Revo uninstaller. This uses the programs uninstaller first but, then it scans for Folders and Registry items regarding that particular program.