Proper procedure to submit undetected malware?

Screenshot of WHAT? Viruses do not show pretty pictures on screen. They do bad things behind your back.

I submit you a malware sample via your submission page. You are the AV company. You analize it. You create a signature and add it to the next database update.

Hello Dan. I could understand how frustrating it is to have to go through this and I regret the inconvenience that it has caused. You have been asked to submit the screenshot in order to analyze the exact issue and to provide with the appropriate resolution. I kindly request you to submit the screenshot so our senior technician will analyze the issue for you. Thank you.

Hello,

When I encounter undetected malware, I'm used to submit them via the samplesubmit page, where I choose "malware for analysis". Am I not doing it right?

Recently I started getting replies from support stating that they don't understand what I want from them and requesting screenshots (of what, if I may ask? I just send you an infected file).

Seems that they don't even know how to recognize a vba macro in a word document or an exe file with changed extension, which if run by virustotal, is detected by other av products.

While moving support to some far far away parts of the world I'm sure looks good on paper cost-wise, I would appreciate if malware sample submission would be handled more profesionally.

Thank you.

Hello Dan, I am really very sorry about that. May I please know in which link, have you submitted those samples? Thank you.

Hello Dan. I could understand how frustrating it is to have to go through this and I regret the inconvenience that it has caused. You have been asked to submit the screenshot in order to analyze the exact issue and to provide with the appropriate resolution. I kindly request you to submit the screenshot so our senior technician will analyze the issue for you. Thank you.

Screenshot of WHAT? Viruses do not show pretty pictures on screen. They do bad things behind your back.

I submit you a malware sample via your submission page. You are the AV company. You analize it. You create a signature and add it to the next database update.