Game support lacking actual support

Hello, starting this as a thread where people can comment on their experiences with support. Have heard quite a few players not getting answers in a timely manner, and also being given compensation for missed milestones and events, well after they end.

We as leaders have stressed to not send tickets to support for things not controlled by support, but then when we do the responses are untimely or they dont resolve the issue.

What can we do as a community to make this better, or fix it?