I just returned to my hunter in LOTRO after years away. He has a bugged, mandatory quest that is preventing him from advancing in the story line. I submitted a help ticket on their website, and it told me that I would need submit an in-game ticket and be online when a GM responded. I did that, and there was an 18 hour expected response time. Probably not surprisingly, I wasn't online when the GM got around to my ticket. They closed out the ticket and sent me an automated message that I would have to resubmit if I was still experiencing the issue. Apparently, the only way I can get help is to sit online around the expected response time and hope that a GM gets to me.
I haven't submitted many help requests in MMOs over the years. Is this how things are usually handled? They give you a vague idea of when you may get a response and require that you be online at that time, and if you're not, they close your ticket? I'm interested in what you all have experienced.