I would suggest submitting a ticket via phone or support website methods instead. I do not consider this game to be so new or their customer service to be so busy they cannot respond. This game is still being developed but so are many other MMO's on the market. They are always going to be in development and that should not be an excuse. Try the other support methods and make sure you follow through. Dev and Support are 2 diff roles and one should not impede the other.