I've noticed, at least for me, that ArenaNet is not that bad with customer service though like most games will not always share info as much as we like either.
From my experience, even on stupid tickets I respond back to myself with figuring it out before they can, I still get an email checking if I have any other issues. My last ticket was handled in about 72 hours or so with a response and that was during the holidays. It was something I said I resolved and they didn't have to respond, but they did.
Due to the last patch causing a lot of dsyncing in game and even disconnecting issues for some, I think you might hear something later this week, since they have that to work on. I'm sure they are even if they are being overly tight lipped about it.
Another awesome thing with ANet tickets is you can update them after you posted them with added notes. So if you haven't explained where all you looked so far in the original, you can pop on to the probably still open ticket in the system and update with what you tried to do to find your missing items. I do this a lot with trouble tickets so they have the full story of what is happening on my end and what I did to try to fix it. It helps them narrow things down.
Of course, with missing items it is not always a guarantee it gets worked out, but ArenaNet compared to some games I've played does make some effort to have a customer service department that you can actually find, contact and know they have answered others. I won't mention the company with no toll free number, no ticket reporting setup, and 30 minutes of hold to resolve a money issue. That gaming company makes ArenaNet look like a knight in shining armor even if they can't always get things resolved or in a speed to keep all customers happy.