While we like to get everyone taken care of as quickly as possible, our malware team is vastly outnumbered by people needing help. Some of our experts work from the older topics towards the newer ones and some take on newer topics rather than older ones. We encourage the former practice, but that's not always practical.
Some of the helpers are more comfortable with certain infections and seek them out...still other helpers will look for the tougher infections to take on. This may explain, at least partially, the seemingly random nature of how topics are selected. We DO try to get to everyone in a timely manner, but as you've seen, the Malware Forum presents a pretty formidable workload for the number of staff members we have.
If your topic goes more than three days without a reply, post a link to your topic in The Waiting Room
and a staff member will pick it up as soon as they can.
If you have problems with a staff being rude...PM me or any member of the Admin team (we're the red ones). We do not look kindly on rude behavior by any member...especially staff members.
Hope this helped...