Support: Not working as intended...

I'm well pleased at SE's quick turn around on updating the servers, but I have yet to hear any updates or even rudimentary recognition concerning the failure of the support features on this site.

While attempting to contact the support desk through the Chat feature, the average time per customer is inaccurate. I've gone through the chat queue 4 times, each taking longer that 2 hours while the chat platonically assures me it will only take about an hour. Time estimates until I reach someone on the desk are also false. While at 200 in the chat queue, it estimates 20 minutes- nowhere near the correct estimate of time remaining. These are arbitrary times and the system appears broke. Ultimately, I don't feel you value my time, money or support. Why should I continue to waste my time with zero indication I will reach the support team or that anyone at SE is aware there is a problem?

As I mentioned above, I've been through the chat system 4 times, each time reaching the end of the queue only to be told no representatives are available. To which, I then must start a new ticket to start the chat queue again, further clogging your ticketing system. I'm sure not everyone is as diligent as deleting older tickets as I and I can't imagine how much rework this department is creating for itself due to this broken system.

Repeating my sentiments above, I do not feel valued and your IT leadership team seems grossly incompetent. Where is the communication that your system is broken, that it might be fixed, or any semblance of organization as to when you anticipate your team can address all of these issues? Why should I continue to accept this status quo attitude?

This is like watching a one legged man shoot himself in his remaining good foot. The automated messaging that is generated out of your system is also inconsistent and contradictory. I've received 3 emails from an official SE account while fighting with your ticketing system. One stating I could expect to receive a response with 24 hours (still waiting 2 days later) another stating I should expect a response in 48 hours (it's been 5 days) and another stating I may have to wait up to 2 weeks for my issue to be resolved. I can understand the time delay considering the deluge of support tickets, both valid and junk repeat tickets, but at least display some consistency. This is all terribly unprofessional. Please take some accountability- it goes a long way. I really enjoyed the game during the beta and early access. It would be great if I could play this again.

I had the same thing happen to me. I submitted an email ticket, no response and it has been about 6 days (3 business days) since I received the email stating my ticket will be responded to in 48 hours, and after seeing how to get to chat support, I waited in queue since 6pm CST, to be #1 in queue at 8:27 CST, only to be told that chat hours close at 8pm CST. Why are these not posted as I did not see the times anywhere until after I was told that no rep was available so I refreshed to see

We're sorry, chat is currently unavailable
Chat hours are listed below.
Monday - Friday: 01:00 AM - 06:00 PM PDT
Saturday - Sunday: 12:00 AM - 05:00 PM PDT
It is currently Tuesday, Sep. 03, 2013 06:27 PM PDT

If anything the queue should also kick you off at the closing time instead of making ppl waste their time waiting for it