I believe the auto-reply when sending in a support ticket tells you not to reply to it because it will push it to the end of the queue.

***THIS IS AN AUTORESPONSE TO THE EMAIL YOU SENT TO sales@stardock.com.***

Thank you for emailing Stardock Customer Support. Your request has been received and you will receive a reply from our staff soon. Please DO NOT REPLY TO YOUR TICKET unless instructed to below, as it will delay the viewing of your original inquiry.

But backlogs like this only happen a couple times a year (Thanksgiving, Christmas, maybe a couple three day weekends). 95% of the year they have plenty of staff and get to everyone within a day or two. Hiring extra staff just for those couple weeks doesn't make much sense.

That seems a bit silly. What if the customer finds additional information they'd like to append to the original? What if they find a work-around and want to add that information?

How about just not moving the queued entry, wouldn't that be easier and more useful to everyone?

Not really... seem to be a good way for send spam to the end of the queue... imagine someone setting a e-mail account with a auto reply... filling a support ticket using these e-mail account with auto reply... result can be a endless loop of send/receive e-mail... following legitimate seek of support will end in the end of a long queue...

Can seem to be a bad system for legitimate user but in fact, it help good users who follow instruction to be serve before stupid spam robot...

I call bull on this one. Holidays, sales, weekends, the launch of a new game, staff vacations... Stardock's support is often slow and there is a long list of excuses behind each one. The simple fact is there is a legitimate issue in this poorly written complaint, and it should have been addressed awhile ago.

Who cares what you call?

I care.  I agree with Nesrie.

Shocking.

They must like me more than you then

But seriously, I've never had to wait longer than two days for Stardock support. Like I said, though, I avoid contacting them on weekends or holidays. Maybe I'm just lucky, I don't know.

It's also worth mentioning that the OP says he did get a reply from support between the 26th and now, so it was not a two week gap from when he sent it.

I have had fairly quick response from Stardock support. I don't know what the general case is, but so far there seems to be some good and some bad, though the reasons seem to be quite fair when it comes to some delays.

Overall I would guess that it's pretty good, especially compared to some other software companies. But then again, I tend to lean on the positive side of things, so there might be some bias there. Nesrie I find to be quite negative quite often. No offense Nesrie, I like your directness, and your not necessarily wrong. 

When I hit up sales support for something, I always get useful help in response.  That it takes a day or two doesn't really bother me that much.  All you get from most companies is a cookie cutter response that's utterly meaningless when you're not a complete retard with your brain dribbling out your ass that did something remarkably stupid while expecting it to work.  The actual problem can take weeks to get anything useful done.

I've played phone/email tag with EA, Steam, Ubisoft, UPS, Bestbuy and Hughesnet and gone well in excess of this poor guy before accomplishing anything, and all while wasting hours of my less than valuable time.  It's the end result when you're talking to a bunch of low pay morons who's job is to get rid of you.  Real support like Stardock has costs too much money to employ enough people to stay caught up over holidays and with new releases, that means you're overstaffed 90% of the time in a big way.