ShaunC :
Putting in a ticket is often a matter of luck there is obviously at least two of them you either get the moron who just asks for more information no matter how much you have already said or another who will at least try & do something if you get the second one your in with a chance but the first one seems to not want to do anything except mark them off as replied to & then forget about it or pass the buck if any work needs to be done to somebody else.
Totally agree here man, i doubt they even take em seriously and just mark them as seen or whatsoever. If i copy n paste the tickets and resend them it may work, i'll give it a nudge