If they do read it, they don't reply in any official capacity. They leave this to a user helping user forum format.
You may have better visibility and a better chance of a reply on their Facebook or Instagram sites. I don't have either, but some have posted that they were replied to there.
@flintg I switched from the Traeger pellets to Lumberjack pellets and that fixed my problem. Have done many cookouts after switching without issue. The Traeger pellets must have had a problem burning evenly. I went through 3 of their bags and almost gave up. I heard the Traeger pellets weren't that great anyway. Lumberjack does leave more ash behind. Hope this helps someone.