I opened a ticket on 7/29, asked for an update on 8/9 and again on 8/16 for an order placed back in May that was 'hung' and moved to another order that has never shipped and still have not received a response. It's a very frustrating situation when there's no alternative other than to keep sending emails into a void. Even if there was a link to the ticket system where you could look at the status of your ticket directly, that would be a plus.
