AGAIN! POOR customer service by freshdesk

Hello. Please solve the problem in your service team system. I got a ticket that posted 4 days ago. After i give a bad star on google play store and post bad comment and review everywhere, the freshdesk team finally reply my ticket 2 days ago. And once i reply the email. I got no reply again, up until now it's already been 2 days. Do you guys really capable of running a customer service software since your team can't handle the ticket faster? Or your ticketing system not reliable for your team? Really dissapointed with you guys