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Hey Krista! Sorry you had a horrible experience with my service. I understand how frustrating these issues you can be. Especially when they involved longer term fix that deals with how we parse keyword information. I am also sorry I didn't communicate clearly that the issue would in fact be a long term fix. I am not sure why the status of the ticket was set as Closed. Sometimes when a user replies to the ticket and has the "Resolved" box clicked it will automatically close and won't even send me a reply. I totally get how that gives you the idea that we are ignoring you. MyHolidayMarketing is right about tickets auto-closing after a while. My apologies if I wasn't able to promptly reply to the ticket over the weekend. I typically have Saturday and Sunday off and we usually only staff one person over the weekend. You are also welcome to reply directly to my ticket if you have any other issues or feedback for me. You can reply to the ticket through email if logging into Zendesk is giving you issues. I will open another ticket with you to avoid any confusion in ticket status. I also noticed there are no tickets in your Zendesk history under your official PRO email address. You may have to login to ZenDesk with another email address to see the ticket. Nonetheless, I will create another ticket with an in depth explanation of the issue. Again my deepest apologies that you are disgusted with the help team and specifically my service Apologies, Nick

In my experience SEOmoz team have the best customer service and they do reply quickly with humbleness. Well obviously sometimes things can go wrong but i guess if you try again and mention your complete problem in detail, I am sure roger will look in to it and will try to help you fixing your problem as quickly as possible.