Did you log it in the Support forums, or here, in the community forums?
The support forum is an official Shopify support channel that is manned by their support staff, whereas the community forums is just that: a community-driven forum where there's no SLA or anything attached.
We're in the process of migrating our support system to a new platform which has slowed down our responses. You should receive a reply soon.
What are the case numbers?
The longest I have seen a ticket unanswered is 6 days. And that was because Assistly held on to a bunch tickets last week — then they were released back into the system on Thursday, much to my dismay. We caught up with those today.
Caroline @ Shopify
I see 2 tickets from you, one having to do with a CSV import, and another with Aviary's cropping tool.
After uploading a cvs file for bulk import nothing happens. no message, no error...nothing. Is that correct?
After you have confirmed the import, nothing happens until you receive an email that says that the import is completed. Take note that Shopify support no longer offers support for CSV import / export. It has become unmanageable to help people come to terms with CSV file / spreadsheet programs and the UTF-8 format. We are beyond the 15,000 active shops mark now. Unless we hire a full floor of dedicated 'CSV import / export' specialists, we'd recommend you hire some help or create your products the good old fashion way.
As far as I can seen, the cropping tool does not even work in the back-end. It does not crop.
I will escalate this so that our developers have a look. This is a third-party integration, it may take some time to have this fixed since this is not a problem on our end — with our own software. We integrate with those guys: http://www.aviary.com/ (great tool).
I will update you when we have a resolution. Case 11577.