I'm really surprised and sorry to hear that. We usually have pretty prompt support replies, and generally give really thorough answers, since support is mostly handled by core engineers (we have an engineering support rotation)

I'll admit that the one downside of having an engineering support rotation is that the quality of the written English does vary a bit from day to day because some of our engineers aren't native English speakers. But I'd much rather have a thorough and technically accurate (if somewhat poorly written) support response than a well-written but technically inept one.