Luisspamer, again, I do not believe that I have ever not replied to your tickets regarding Clone reports in a timely manner and all accounts had been dealt with in an appropriate manner. We understand that this is an issue you feel strongly about, and we do all we can to minimise cloning issues within the game. Thank you for all your comments regarding this matter 
You're welcome. And with all due respect I don't believe HCS is doing enough to minimize clones.
But I digress. My aim is to help improve the game I enjoy playing. I am not trying to admonish you for doing your job, only help by giving feedback which is something HCS has always asked for players to give.
No, your replies to most disciplinary tickets are normally swift and much appreciated. The biggest problem there is is the arduous task it takes to report someone through Support. Make it easier for players to report for you and player-policing will become better. See your not-yet-realized post here:
viewtopic.php?p=1161088#p1161088It is the coders that may never reply, or if they do it as if they hadn't read the ticket. I'm baffled by who these "coders" are or is it only Hoof and a couple others when and if they have time? It can be downright impossible to get an outcome so most players have stopped helping you improve the game through Support tickets, myself included. See this self-explanatory thread dated a year and a half ago:
viewtopic.php?p=867338#p867338So player Support dissatisfaction is nothing new.
Clones, or multis, are an all together different disciplinary matter that HCS has not addressed properly, in my opinion. A
proactive method of detecting clones is required, something like an IP address detector that would require two players playing from the same address to prove they are actually individual people. That has always been the policy as I know it, yet multis are rampant in the game. The long standing reactionary policing when players report a cheater has not ever worked even well, but miserably!
Another two to chew on and ponder.