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Responses can take multiple days depending on how many tickets they have in the queue. It can be over a week at peak times.
EDIT: Oh yeah the best thing is, when you finally find a game and it immediately crashes after showing the loading screen, resulting in you losing rank points
At times the cynical way is the right way to look at an issue.
People have been complaining about server issues for at least the last 3 years, and there seems to be no progress improving them. How do you expect people to react?
Funny that your reply ignored the 2nd part of my post, which gives the reason for the cynicism.
I'll ask again; given the history and results of the problem, how do you expect people to react?
The definition of insanity is repeatedly doing the same thing and expecting a different result. So for at least 3 years they have been querying users hardware/internet and nothing has changed. Perhaps they need to look for the problems their servers have been having a little closer to home, hmmm?
Then again, universe mode has been bugged for at least the same timeframe, and little is done about that either. Myfaction otoh, gets almost all the dev time it seems.
2K is a classic appearance of 'we have your money, now go away, unless you want to give us more'.
2K Support does troubleshooting and if that doesn't help, creates a report to send to the development team. They don't look at the servers, fix Universe bugs or anything like that. They filter out issues that are due to something on the user's side and translate tickets into workable information for the developers.
Maybe VC need to diagnose what's going on with the server connection, but if it's working for them, they need the information from players to work out the cause.