Much of their staff is indeed French, which is where most of the customer support is from.
Their U.S. staff in Sherman Oaks, Ca. is very small, about 25 employees, and is mostly dedicated to R&D, with Glenn Darcy as their primary customer facing domestic employee for marketing videos, trade shows, etc...
Be patient, a small company like this has to juggle inquiries from all over the globe with language barriers and high volume.
I learned this all too well when I worked at Warmoth and was one of 5 sales reps in an 8000 sq foot pole building with 50 employees including office staff, wood and machinery, servicing the world by phone, fax, & email with similar challenges as Arturia.