I understand that they have other things going on

Empeg support is not being handled by anyone that formally works for empeg or Sonic Blue. It is being run entirely by Rob Schofield.

I would imagine he will eventually get back to you. All emails I have sent (about 5) have been answered eventually.

If your issue is something that someone else on the BBS can fix and your player is out of warranty anyway, going that route might be an option.