In some cases people forget about the different time zones and the date line that separate the members of this forum. Someone submits a help desk ticket at, say 10am Friday (their local time), not realising that it is actually 1am on Saturday in Brisbane (where I believe the help desk resides). An answer may not be possible until around 1 pm Monday (Brisbane time) which translates as 10pm Sunday at the posters location so they get all "shirty" and abusive when the answer did not arrive by 5pm on the Friday (their time).
In other cases, such as when a new product or major update is released, the help desk may simply be overwhelmed. In that case all it takes is a little patience which, when alligators are eating your amazing layout which has just fallen into the swamp, can be a bit hard to find.
Like you, I have never had to wait long for a response.
