I don't like the new website design much either. I am currently in the process of renewing my passport by mail and in the middle of getting everything together the design changed. On the new website there is a YouTube video titled something like "Remember Five to Keep your Passport Alive" and only there did they even state, at the very end of the video, that you can only submit your passport by mail to the U.S. Consulate General in Frankfurt, and not the other two locations in Germany where you can go in person. I thought it was so odd that this information wasn't written clearly somewhere. Maybe I missed it, but I read through everything several times and could only find it in the video. I had also tried to contact them per email with several questions, but as experienced by the OP I received no reply. I had emailed in the past with a general question and received a rather prompt reply, so that did surprise me.