Support Team Needs Overhaul
Your support team is not equipped to handle task that are being given to them. In no way should a consumer have to wait weeks for the right information to be provided to them. In no way should the consumer wait a few days just to receive a canned response about 'If you need help and the problem has not resolved itself, please reply back to this message'.
If a ticket is submitted, you should have a team of professionals address these tickets within a reasonable amount of time. Making people wait for someone to finally understand the problem, I'm sorry... to finally read the ticket is simply lazy. How about being more productive? Showing people how support does care about its consumers and how it does care about its brand. The current taste I have now is that you simply do not care.
If the current support team cannot do the job right, hire ones who can. If this is a management issue, again, hire ones who can get the job done right. If it is a training issue, better your training, spend time with the new and current team members. If this is by design, change it.