That's not to excuse their lack of support, but just to point out that alternatives might not be better. I'd rather have one problem in ten years that doesn't get resolved due to lousy support than ten problems, eight of which get resolved with stellar support.
Even if you host yourself, you probably grossly underestimate the likelihood of failure. The wrong set of disks failing at the same time, a fat-finger by an admin, etc. are going to be way more common and can potentially destroy much more data. Not to mention the costs are certainly higher, when you consider hardware and administration.