Once used a cheap hosting company that didn't allow to post tickets in the weekend. I asked why, they said 'because by Monday most people have solved the problems themselves. I replied; by that logic, you should only allow tickets one day in the week, perhaps for a single hour on that day..
I guess my point is; it makes for bad customer service to not communicate.
They have a point though. They are not working on the weekend, so it does not matter whether you file the ticket on Saturday or Monday. If you solve the issue yourself they don't have to do anything. If you can't, you can always file it at 9am.
I guess my point is; it makes for bad customer service to not communicate.