How many emails does it take to solve my case?

I'm a believer in the old adage, "You catch more flies with honey." So I'm asking this question, "How many emails...", not to beat up NetSuite, but hoping it will help them solve a problem they might not know they have.

When submitting a case, customers are directed to submit noncritical cases via email. Here's the problem... When we do this, it starts a long chain of emails which feels like the support rep is simply kicking the can down the road asking endless questions to avoid actually working on the problem. The other landmine in this process is that a case automatically closes if it sits for more than 3 days without customer interaction. In NetSuite's defense, a case can easily be reopened if the customer sends an email. However, from the support rep's perspective, it's off their radar. Customers