Contacting Support Has Taken A Nosedive Since Consolidating to Chat Window

Very shocked at the rollout of the new support chat experience.

1. I can no longer fire up a chat and see my place in the queue.

2. Instead I can only submit a ticket, which appears in the new chat window, but goes unansewred for DAYS.

3. One ticket was actually responded to as "Resolved", it is not entirely resolved, but my reply is still not answered in 4 days and counting.

4. The new chat has also replaced the previous method of reviewing historical tickets which used to display all the dates and pertinent information occupying the full screen. Instead everything has been crushed into the tiny chat window removing various data points for reference in the process. Display real estate nightmare.

I have since submitted other tickets to prompt the attention to the "Resolved" but not resolved ticket, and still nothing.

It's got to the point that I will actually have to make a phone call, in 2026, a phone call? But that will have to wait another 3 hours for NY office hours.

From what I can deduce on the outside, corners are being cut, the business is economising on support by reducing support availability to the point that tickets are going unanswered for days. Apparently this new scheme has been introduced when a major maintenance roll out has been launched, which is most likely responsible for the upstream issue of my PTR record being lost. No apology given, no reasoning, just unanswered tickets. Who in management is responsible for rolling out an untested support experience at the same time as a major maintenance initiative? So many reasons not to stay with IMH.