You have to take into account that the posts on their Twitter account are heavily skewed
towards negative tweets, because no happy user has the need to comment on their Twitter page.

However, you should try to message "Bitstamp-Domen" here at Bitcointalk
or at Reddit. He has been very helpful and has solved the issues of me and several other
Bitstamp users that had complaints about support tickets being untreated for too long.

Additionally, I read somewhere that they are responding faster to people with very old Bitstamp accounts.
If you are a new customer you might get less stellar support than people, who have been using
Bitstamp for several years (not sure if this is accurate, it could very well be a fake rumor).