Anyone else having issues recently with the Longines extract from archives service?

I requested an extract from the archives exactly a month ago and have yet to receive any reply, despite chasing it up by email a week ago. The website gives a 1 – 2 week timeframe for information by email (or 2 – 3 weeks + shipping time for an extract), and in the past they have been very efficient. Just wondering if there is some problem currently.