I hear you...
My husband waited four or five days for an answer to his ticket after he server transferred and faction changed one of his toons and got the "flagged for rename" bug. He put the ticket in and didn't want to rename his toon for fear it would screw things up so he hasn't been able to even play that toon while the ticket was in. Today he got the same response everyone else did...a closed ticket with a message telling him to put in a new ticket and giving him a special "code word" to use.
I'm not really sure why they couldn't just deal with the tickets that need dealing with and give the general generic response to all the people claiming they didn't bot or what not, if that was what was clogging up the ticket queue.