Don't you think with the current drastic spikes in demand it's not really possible for any service to keep up? In regards to human ressources you always have a very slow adaption to the demand. You have to find qualified people and train them. You can't really just buy some more capabilities on demand, like with servers, at least if you want to keep up QoS.
That's why I'm saying it would make sense to make an announcement, add a notification to the dashboard after log in. It's really simple and does not require to hire more people. However, it does require you to implement more customer-centric thinking and work smart, not hard.
Example? There is an automated message when you submit a support request. All they had to do was to add a precise information "due to extremely high traffic we are experiencing unusual delays. We will do our best to get back to you within 3 business days".
That's it! If I would have received such message, I'd sit back and relax until Thursday.
There are many circumstances you may use as an excuse in every difficult situation. The point is not to look for an excuse for not doing something. The point is to find a way to do it despite circumstances.
We actually processed all the tickets now today and are up to date again. The influx of new support stuff really helps but it takes weeks for them to be at full capacity/trained.
Regards
Yes - I confirm my request was processed Yesterday evening. Thank you. I hope you will figure it out in the future and find a way to keep your clients happy despite all spikes, problems and lacks in manpower.