In my experience it can be very difficult to reach LeCroy by email or the web form. All of my email to them is always tagged as suspicious / spam. It is probably best to try calling them.
If you need help with a scope you can try the main service and support line. If you need help with a protocol analyzer (USB, PCI, etc) then try the Protocol Solutions Group support helpline.
Service and Support: 1-800-553-2769
Protocol Solutions Group: 1-800-909-7112