One reason may be that someone who knows your friends issue may not have looked at the topic yet.
Is it a malware issue or a tech issue?
Do you have the link to the topic so maybe I can assist in getting your friend the help they need?
As you said:
(I am well aware of how busy this site is, etc., and am also aware of the "waiting room" forum. Indeed, I have used it myself one time.)
but be aware we are all volunteers and depending on what time zone and country your friend may be in the assistance may be slower in coming. We do try our best to not miss a topic but it does happen and I apologize that your friend has fallen into the cracks. Also us as Staff members do not handle just one topic at a time and in most cases are handling numerous topics. I myself handle dozens of topics at any one time so once in a while I do miss a newer topic that may go unanswered for a few days.
Please understand I am not making excuses for your friend being overlooked but only giving legitimate reasons for the error.If you can clarify the above questions I will be happy to try and extradite your friends topic to the best of my abilities.