You'll always get a stock response first, as people will report things which aren't actually broken. You need to reply to that one to say that the stock response doesn't cover the issue for x/y/z reasons, and then someone should look into it in more detail. All tickets are done by email, so posting in Technical Support usually only gets a response if there isn't a ticket in for it already, or if it's a wide-reaching issue (like a persistent UI bug, or the missing Xbox Crowns). I have no idea how long their ticket backlog is, and since a DLC just released, I would imagine it's longer than usual.