IMO all engines should come in a top bottom styrofoam configuration anymore. The side insert is a recipe for damage. I certainly don't think this is a QC issue as much as I think it's packaging.
As far as getting back to Al, I would give them some time. You called Thursday, I assume 9/10/2020, so I would at least give them a few more business days to return your call. I had an issue pre covid and it took about 3 or 4 business days but they did call back and resolved my issue. Hopefully you can get it resolved by them but if not, get hat glue ready. If you send it back for them to repair it, I suspect they'll probably do the same.