i've been using discord since '16 as well and i guess since my communities have generally been in the smaller side, i never had to deal with many issues and tbh, the times i've had to make tickets in the past, they were all generally resolved within a week so being strung out so long is frustrating (to be fair, it's never been hacking situations but you'd think that's something that comes up p often and they'd have a better system because that tends to be time sensitive). 

i've done support too and it's generally considered pretty common in the industry i'm in to have a reply within 2 working days, even if it's not resolved to let the customer know that it's still being worked on. i probably wouldn't have been as frustrated if i got responses but half of my tickets have been ghosted. like, i get that the people who got me first couldn't help. i'm used to that but *waves hands at the situation* this is so much worse than the average customer service situation.