SSD-C16G-4300 Command Overhead Time

Resently I’ve got SSD-C16G-4300 from WD. In the Data Sheet, Command Overhead Time (Latency time) value specified as 2 ms. The measured value of this parameter is about 20 ms.  I asked support team for explanation and got the next answer : “I have escalated the case onto our 2nd level technical team for further investigation, I will inform you when I get a response.” It was on Aprel 22. From that time they do not reply my  mailes. I don’t think that it is good way to do busyness.  If somebody can advice me what to do, how to reach this second level technical team?