I bet if you create a service ticket in the app you will receive a response. I would at least try it.
About that. I created a service appointment / request, the soonest available was 15 days out. On day 14 they finally looked at my car and determined they needed parts that would take a MONTH to get there. If they had done the extremely basic diagnostic check they said they ran on day 14, but on day 1 or 2, the car would already be fixed. Instead, I'm dealing with New England fall temperature swings in a car with no functioning HVAC.
Tesla service sucks. It's that simple. The idea that the app would fix all service request issues was idiotic on its face, but it was a cost saving measure by Elon so that's what they're going to do. So much for service centers everywhere by end of 2018.