I haven't submitted a ticket recently, although since Elsweyr released it seems they're a bit more flooded with tickets than usual, from everything I see and hear. I should note that every time I personally have submitted a ticket, support has always been excellent, if not prompt, but that's only speaking for me personally.
My case has been opened since July 17th, and still no conclusion. It is now the 14th day that I have had an issue. They keep changing the category of my ticket to something different every time the auto customer service attendant replies. I can't access guild traders, and my case has changed to "not receiving perks", to "lost item", to "in-game store purchase", to "Missing UI / UI Error", and now to "Quest Item". It has been a very frustrating experience.
I can confirm for you that your ticket is now in the correct queue for this issue and you will receive a response as soon as your ticket as been fully reviewed by an agent and they have an update available for you.
They put up the quarterly plan to fix the bugs that have been present for years and think probably that it will vindicate them of all their complacent customer service for the last 4 years...
I can honestly say, having worked in Customer Service, their business model is among one of the worst I've experienced or encountered. They could honestly benefit from live chat agents... the amount of consumer confidence they'd gain from that would be massive in an industry that infamously screws over the customers.