This wasn't a very nice or helpful response. The OP relayed their experience and you picked it apart as if they were uninformed and incompetent. Pointing out a common failure doesn't mean that the service should not handle it quickly and keep their system status updated. Filing a new support ticket after getting a canned response that does not address an issue is reasonable. Finally, 48 hours is a long time. The post sounds like they weren't looking for instant service -- just some kind of service.