Why is in-game support so slow?

[Bozidar]

<p>I opened a petition earlier today.. much earlier.. and haven't heard a peep from the GMs yet.  It used to take a few hours.. but not almost a full day to get back to me in the past.</p><p>Is there new service level that we should be aware of to get things looked at? some lower expecation we should become used to?</p>

[wullailhuit]

<p>I'm afraid it's getting worse on EU servers , we had the door bug in the hardest Guk instance , petitioned and logged out after an hour of waiting...</p><p>1 day later , we get a reply that just says they're busy but will get to us.</p><p>3 days later we get a 'enter the instance and petition for a key' , only problem is...the instance has a 1.5 day re-use , so the instance with the blocked door vanished 1.5 days ago...</p>