I've sent multiple e-mails (since my first one was closed without any comment). My first e-mail was 11 days ago. I've always tried to be very polite and I've sent a cut and paste of my cgminer output, plus a link to my realtime eligius stats. The only thing I've heard was an automated reply. I only questioned storm2k5 because he said he only waited 72 hours and was wondering what he did differently or if he was just lucky.
In the meantime, I'll work on collecting the verbose log but I'm not sure it will show much useful info as my cgminer claims everything is working correctly (save for ridiculously high hw error rate). It's only when looking at the pool that I see that I'm only getting roughly half the reported hashrate.
11 days ago we didn't have the support team in place we do now. I also wasn't assisting support. I am checking the support queue (almost) every day, and next week I'm going to give a training session to the support team to improve things. I'm going to go over all the tickets I've solved for people and show them how I did them.
Now we are using the Zendesk system, it tracks all the tickets and nobody should be closing tickets until they are resolved. Also, I think responding to a closed ticket re-opens it again.
So, it stinks that you get treated this way, but everyone is really trying and a lot of changes are occurring to make things better. In short: Try again.
I'll repeat this as well; please email, don't call! You'll get better service if you email. If you want to actually talk to someone, just email and request a callback. Give your # and the best time to call along with a detailed description of your problems (including logs if possible), that way someone with the right skills (possibly even me) will call you back.
-Phil