I agree with you that it is incredible clunky and they do drag their feet on a response.
I recently submitted a support ticket as well for abandoned land directly adjoining my own parcel. My fear is that they will just put it up for auction (it's been abandoned for 19 months) and because it's water land it feels better that it remains abandoned then for a land baron to buy it or someone to block me in. There's more abandoned land adjoining the parcel I submitted a ticket on that's been abandoned for 22 months.
I just do not get how the land sits abandoned for so long but I may not even get the option to buy it even though it would be increased tier for LL and more money for them. They aren't getting money on this abandoned plot right now and as for making it "fair' to other people who may want it, the land's been there for nearly two years abandoned. If they put it up for auction, it's more likely a land baron will buy it and inflate the price to where it won't sell anyway just like the plot directly to the east of the land I submitted a ticket for that is extremely over priced and has been for sale for quite awhile.