How to get back in contact level 3 support? (with an escalated ticket)

6 months ago I ran into a very tricky bug hindering me to print my photo book. The errand was slowly escalated from level 1 to level 2 support in India, exhausting all their knowledge and work arounds. Finally the errand was escalated to level 3 and the floor manager "Rohit" explicitly promised me that level 3 would get back to me within 48h. Nothing happend! Today I called back again at the support number to check what is happening with my ticket. Level 1 mechanically read that the ticket is escalated to level 3 and that level 3 will get back to me. But there is no way for me to contact level 3 to see why they are not calling! This is totally unacceptable! I have had my support ticket for half a year and it has been escalated to level 3 a month ago without any word from level 3!!! I have clearly been forgotten and there is no way I can get back to the people who is responsible for my ticket .

Please, If any staff member read this, please please contact me! A whole year of my 3 kids life in pictures is going down the drain, because I am beeing neglected by your support!

Best regards,

Mattias Allring