Service request status is always "In progress."

I filed a service request against Dell / Alienware and want to understand its status. On SR site (https://www.dell.com/support/incidents-online/us/en/...) I post a message, and then

1. The message temporarily appears in the list of SR activity

2. On page reload, my message disappears

3. Instead, a new entry is added, it's always of a "Follow up" type with "In progress." in details.

I tried asking a real question, then asking a dumb question, then not asking at all, finally posting just "ABCDE" - it's always "In progress." What the ..?