[rob_b]

This is where the follow up email to your attempt comes in handy. You try to speed things up by the phone call, but if you don’t get an answer, then you send an email and mention that you called as well. In the cases where you do speak with someone, then you can adjust the content to reflect your appreciation for them speaking with you and then outline the issue(s) still remaining, assuming they weren’t resolved. There are obviously various iterations and combinations but the gist is to be persistent and try to take more control of the situation by incorporating a follow up into the mix.

[pfranz]

Yes! This is something that took me longer to learn than it should have. Even if the call went well, send a followup email briefly summarizing the discussion and end with actionable things.

I find phone or in person much better to gauge tone and emails can more easily be dismissed.