I'd guess that an 11 day old ticket slipped through the cracks and needs to be resubmitted.
What is the problem you're having? If it's something that's not support-related, like third-party scripts, code help, etc... maybe that's why it hasn't been replied to--but even then, I think they usually reply to say they don't support it, or send you to the wiki.
Other than falling through the cracks, or being something outside of what support covers, abusive language is the only other thing I can think of that could cause it to be ignored.
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