Long response times are sadly rather common in some departments as far as I'm aware. They need a bunch of information from you (most commonly channel/custom ID, YouTube features page, analytics pages,...) but don't want to ask you for things they won't end up needing in advance. This is pretty much a battle a support team can only lose in any way (especially because the ticketing system bumps everything to the back of the queue at each reply). Usually you get an email a few weeks after your ticket was resolved asking you for feedback which is where you could definitely put that down as well.
Also just adding the usual list I give to people for things to add when contacting support so they don't have to ask for it: