Yes. Wait times will vary depending on the coin, and which issue it is. Cryptopia has a lot of crap coin in their markets. Some are continually being 51% attacked, others have crappy developers, wallet issues, etc. Every issue is compounded by the fact that cryptopia user base has expanded so quickly. Currently automated response to new tickets is to wait 28 days for a response.

There is one crapcoin that has been 51% attacked 3 or 4 times in the past month. Each time, traders in this coin get upset with cryptopia when they can't make transactions, but the root of the problem is in the crapcoin itself, then the Cryptopia team is constantly having to get their crapcoin wallet back on the correct chain.
Cryptopia team is so swamped with issues like that, that they can't or won't devote enough time to problems with quality coin, like XEM. Afterall, anyone can pay Cryptopia to list their coin, so they do have an obligation to provide some sort of service to them.