If you are having trouble with support, perhaps DanielleH, jeff.stewart, or bkyle can assist with getting some momentum going on those tickets. Each of you may benefit from requesting an escalation. Also, it might be a good idea to post your case # here, in case Danielle or Jeff need to help push the tickets to attention.
I'm glad you're making progress, but sorry to hear support hasn't been able to fix it, yet.
Thank you,
-Will