Or they could post on the forum and get the combined help of all the highly knowledgeable veteran members here. Why should they trust a newbie account which just woke up after 8 years with zero trust asking them to communicate privately?
What exactly are you offering to help with here? The device's PIN, a forgotten passphrase, or the password for Ledger Live? How can you help? What is your process?
The process is to taking the wallet and disappearing in a few seconds, when people trust a newbie who "woke up from a long period of inactivity." without of any vouch, proper information, they can't expect more.