I just put in a support ticket on March 18 and they replied on March 21 with instructions to fix my problem.
They are actively working to improve their support ticket system, they are selling a lot of printers, so they needed to majorly expand their support team. Part of the problem is sometimes people are contacting support for things they should be dealing with themselves. Many issues can be resolved by looking at the Wiki or by asking a question on the forum. If more people would do that instead of rushing to support, the people that actually need support would get it faster.
I have had the X1C and AMS since November, and have had no major issues, even the ticket I just dealt with was about a minor nuisance, and it was easily fixable. I talk about it here:
The majority of issues I have had were caused by me. 3D printing isn’t like printing ink on a piece of paper, you have to understand the strengths and limitations of FDM 3D printing technology and consider that when making your design or it will fail, no matter what printer you have.
People with problems will always be the loudest and most active, while you won’t hear anything from most who are not having problems, so it can seem worse than it is. It is estimated that Bambu lab is making 14 million USD per month, so when you consider how many printers they are selling, there really isn’t that many people complaining about problems.