[quote name='bshirk']3 weeks, and the support is fairly rude.[/QUOTE]
In the many, many times I've contacted their support, I've
never seen any rude behavior from them. I've gotten refunds for games that I owned elsewhere (but didn't realize at the time of purchase) in blue coins, a username change, countless inquiries about their services, and other things that are escaping me at the moment, and not once have I had a bad experience with them. Shit, I even bought someone's old copy of Sacred 2 which I asked and received a copy of the new, DRM-free version, free of charge.
Maybe you're doing it wrong.
On a side note, I don't believe I've ever had a ticket answered by anyone other than Ashot or Andreas, Ashot being the nicer of the two by a long shot. Not sure if there are any more CS reps in the pool, but neither of them have ever given me any problem before.
To answer the other guy's question: I believe the worst case for me regarding turnaround time on a ticket was the ticket I submitted asking for a copy of Ghost Recon, which was cancelled during last year's fiasco, which wasn't answered until about 4 weeks after I submitted the ticket. I ended up getting a copy before they answered the ticket, which they noticed when they replied, and they didn't bother removing it even though I received a refund for it. Oh, Gamersgate...