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i know just how you feel i have had an open ticket for over two years myself and all i get when i pm a admin is please be patient we will get to the ticket eventually
even with a ticket number they wont help me out so i dont know if they will help you out but its worth a shot
i even posted up in the forums about this myself in the past and it didnt help either and by the way THE TICKET IS STILL OPEN!

http://www.gaiaonline.com/forum/site-feedback/two-years-is-just-too-long-for-a-ticket/t.90678967/