I think that the amount of resources required to support SWL is now lower. Pulling numbers out of the air, you could say that the number of SWL tickets has dropped from 100 per week to 10. But with the number of tickets being submitted to the same team from CE being high (which you can see just looking at the forum posts), if the CS team are having to work through 1,500 CE tickets (again, number pulled from nothing), then it won’t matter if SWL needs less support, there’s still going to be a big pile of tickets to get through. Anarchy Online’s going to be generating an unusual number of tickets atm too, as the Rubi-Ka 19 server has increased their population lately, so there’s going to be more people running into problems. They also just (re)released a new bit of content for it, so I’d expect there to be even more AO tickets atm (not really relevant to the ticket you submitted a month ago, but it does show that it’s an ongoing thing).
If there was a dedicated support team for each title, then I’d expect there to be fast responses to all our tickets, but that just doesn’t make sense given the population variation between different titles, and how different factors may mean those populations fluctuate, (like Halloween always being one of SWL’s busiest times).
The last we heard about it officially was in July, and they were up front about the fact that it wasn’t really going to get better soon.
Yes, it sucks. I’m not sure that anyone is saying it doesn’t, the CS team included. And yeah, about our only option for showing how frustrated and irritated we are is to stop buying stuff. The downside is that as the SWL population dwindles further, the impact of not buying stuff diminishes too 