Hello @Ogno. I’m sorry to hear your frustration.
Bug reports are now submitted on our forums and then collated in our Known Issues thread. This thread is a great way to see what bugs we are aware of, whether we can reproduce them, and when a fix is incoming. Some bug fixes require a major update, while others can be made server-side and released when we have found a solution to the problem. This not only helps us keep better track of how many people are affected by a bug, but it gives players a way to see our progress on the issues they are experiencing.
We chose to remove feedback from support as our support team is not equipped to do anything with player feedback. The best place to leave feedback is here, our community forums. It is easier to track trends in player requests and sentiment when done through the forums. 
I then collate a lot of this information and present it to our developers.
Support primarily deals with account recoveries, missing rewards and game crashes. Your VIP level makes no difference to the time it takes to be seen by a support agent, as we process tickets by request type and the time we received them.
To answer your question, as @Stan stated earlier, your team is reset for the weekly pet event.