STS is a larger operation with more office staff to take calls and reply to e-mails. Simon works with his wife Kelly, in a smaller set up. Yes it can take a bit longer for e-mail response, but I bet if I call him now, either he or Kelly will answer the phone. If he doesn't, he's probably busy at the time.
If he was doing a delicate adjustment on your watch, would you want him to leave it to answer the phone?
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