Ever thought of that you arent the only person to write a ticket?
Lets assume WoW has 5 million different accounts logged in in 7 days, and even if 25% of this people write a ticket it'd be 1,7m people having a problem the customer service has to take care of. 10 hours wait time is actually AWESOME if you compare it to real life situations.
Ever heard of Lineage II?
GW never had a problem with bots, because it wasnt an MMO - but GW2 is going to be an enternaliy different game. Prepare for the worst with someone like NCSoft having their hands on this game.