Yes, this. Once I confirmed my 'purchase' (lease), I pretty much never heard from Tesla again by email. Chat works well, though it's pot luck how helpful the person you speak to will be (on a scale of brilliant to useless).You may be better to call them or use the chat facility via the Tesla website. At least you'll get an immediate response. I've read email responses can be hit and miss.
Talking of leasing, my experience was that we asked to pick it up ourselves, and everyone was (eventually) OK with that. Especially as, in our case, it got us the car a little more quickly, but that sounds like it might not be true for some of you at the moment...!