I’m not making excuses: what I said is reality.
Reimbursement of a lost imaginary ship is a low-priority support issue, below issues that make the game unplayable, and way below issues that prevent a player from even logging in.
You have every right to tell CCP they should have better response times, even for low priority issues, but also you should manage your expectations. Ships are disposable in this game and their loss is expected. Yes, sometimes something goes wrong and for fairness CCP will replace them, but the player can just buy another and keep playing while the GMs sort out the issue. This is especially likely to happen when there is a major server issue that causes a bunch of reimbursable losses at one time. It’s completely understandable that with the spiky nature of support tickets and the realities of training and paying people to service them, there are going to be times with longer waits, and times when waits are near non-existent. And it is completely understandable that issues that prevent people from playing the game they paid for will get priority over adding some imaginary items to a database table.
If CCP’s service is not acceptable to you, you should terminate your financial relationship with them and inform them why. Whiny entitlement and empty threats aren’t going to get you anywhere.