How long should a customer wait before they receive assistance or a response on a bug that’s blocking them from receiving goods in game?
Is 2 weeks sufficient?
Are you talking about digital goods or services from a paid transaction with real life money? That is normally handled pretty fast by Billing when you put in a ticket. At the very least, if you can’t get what you paid for you usually are eligible for a refund on the digital goods or services.
If you mean in-game goods that are earned via in-game mechanisms then that is different. If you reported an in-game bug to QA then you won’t get a response. They don’t reply to individuals and don’t individually fix accounts.
Bug fixes are done as a patch that fixes it for everyone.
There are RARE exceptions where the Devs let the GMs handle a specific bug fix, but those are few and far between.