Well FWIW... I recently (15 days ago iirc) lost the flash sync cover from my Pro1, and I couldn't find anyone selling one (the XT1 one is different)
So I dropped Fuji UK an email on the same day which was a Thurs. Hearing nothing back and being impatient, I visited my local
second hand film camera store and they gave me one from a canon ae1 slr (foc) which pleased me!
The following Tuesday (might of been Monday actually) Fuji got back to me asking, what's my address, they'd send one out to me foc, which arrived the next day
So yes, it is the little things, and that pleased me.
I've no clue why they haven't got back to you tho... FYI the online store is closed until the 15/2