We are not screwing anyone. It takes time to resolve your issues. Converting and improving our support infrastructure to serve you better also does not happen overnight. If you can help me understand your issue then I will work to help you find a solution.
I used to use Bitinstant. I stopped when I heard about the problems people were having.
Many people are feeling screwed, regardless of what you think the company is doing. At a certain point, incompetence is indistinguishable from a scam. People won't be able to tell the difference.
Since Bitinstant is the first stop to Bitcoin for many newbies, you're hurting Bitcoin's rep as well as your own. Get your shit together or stop offering the service.
I've heard about turnaround times of 11 days - which is like an eternity in the crypto-world. I am sure the influx of customers are high, but really you should work around the clock + weekends to clear the backlogs. Wish Bitinstant the best of continued success.