From my experience dealing MANY times with the mods since May 2018, I would say it is probably a myth BUT it appears as true.
First, there is clearly some prioritization, as Mary confirmed. BUT I know that I had MANY requests and found that MANY were being "missed" completely. And I have seen requests submitted that took over a week just to get the initial reply but only because I re-submitted it.
I has become clear to me that whatever the back end process is, it had been VERY broken on many levels...
- getting a reply from mods asking for more info when the info was already supplied in sometimes the same request or in a previous one that was "skipped". That seemingly placed you back at the bottom as it would take another several days to get a reply instead of getting prioritized higher since this was already a request that was already underway.
- invariably, if more than one request was submitted at a time (I too use the same community account for multiple PM accounts, so often had many parallel issues), the earlier ones seem to just get lost.
- some mods would combine requests that were submitted separately, some mods would break up a request with multiple parts and send separate replies for each
- if I include multiple items in one request, they might answer one or two and miss the rest.
- it was also admitted that the big problem that they have with the system is that when there are multiple requests, presumably with different titles, they can only reply to the last one .... seemingly having to include any other open items as they reply....
Bottom line is that their messaging system lacks basic controls to keep things organized and preserve the chain of replies tied to an original request.
I too tried to get the mods to Quote the original text...hardly any of them bother. So there is no continuity.
My solution.... Every time I submit, I recopy anything that is still left open from previous requests and combine them all in one. If they have provided a reply, even partially, I include a copy of that too.
This is a lot of work BUT it is the only way to keep good track of what they have not yet addressed or only partially addressed, until all open items are addressed, especially when there are many at a given point in time.
So the truth is more complex than meets the eye.
That all said, based on some recent comments from mods, I am hoping that some kind of improvements have been put in place to reduce their response process and turnaround time.
