I don't know about Rollei but yes, many do close completely for the summer holidays.
Yes it is true: over here in Europe the majority work about 10.5 months a year and the rest is paid vacations, free afternoons etc...
This is caused by the fact that many European businesses pay ridiculous taxes for their employees, so the fashion over here is reward over-hours with free days; because extra hours are taxed at more than 70% in many cases. So often enough, this means people are not at their desks full time, (out when you call, in the next day when you can't reach them because of your own schedule) or they save the free days up and then take extended vacations.
Add to that the special holidays in winter and spring and you have even more gaps in the schedule! I have lived in Europe more than 35 years now, owned a few small companies here, and I still don't understand how anything gets done and how companies in Europe are even able to make profits
Vacations just stared the 15th July. So you will need to be patient.
Also F&H are a small company- in my personal experience basically friendly and fast in general, but occasionally they might need some repeated telephone contact if something is complicated or requires further clarification. Good luck with your repair in any case!
Ciao,
Theo