Yeah, customer service has been slack at best, pathetic at worst.
I made a ticket before the game even came out on the website, asking for details on the Australian release. (This was ages ago.) Three weeks later I got an email after I'd forgotten about it saying it was being looked at. 3 days later I got the copy-paste "go to forums. Read forums" message. It took you a month for THAT Bioware?
Ingame I was dumb and rolled on an RP server. I reported my own name because I wanted to change it to something more appropriate. I did this on... I don't know, the third day of early access. A week and a half later came the copy-paste "We have elevated this to a specialist." message. Ticket closed, to date nothing further. Very lazy and uncommunicative.