Their support will always try to help initially, I've never heard of them ignoring people, which is a common CS issue with companies. The problem is when you have a tough issue that they can't easily figure out. That's when they push back and declare it must be your fault and get unhelpful. They aren't real good at acknowledging that their software has issues. If they find sample issues they'll fix it by patching around it (stretching samples up or down, removing one form a round robin, etc) no problem. They are good at sampling. However if you hit issues with their software, you often hit a brick wall. That's not to say you will, the issues are not universal, but because of that they seem unwilling to try and solve them and 100% convinced it is your system, even if you can present good proof it isn't.
Likewise there are things they don't know how to fix, and so just declare working as is. Fast bounce (offline bounce) is one of those. On some systems, it glitches out since they aren't doing it right. They say that nothing can be done, you just have to use realtime bounce that fast bounce is inherently problematic. That's BS of course, a properly designed plugin works better in offline mode, because it can take as much time as needed, going slower than realtime if the situation calls for it. However their programmers can't figure out how to make that work it seems, so if you have issues with fast bounce (you may not if you have fast drives) they say "Only realtime bounce is supported".
Hence I always just tell people to be cautious with EW. It isn't that their stuff is crap, it's not the samples are amazing. It isn't that they'll ignore you, they won't. It is that you may run in to a tricky problem on your setup and you are then hosed, it isn't going to get fixed.