We strive to answer our users as quickly as possible with actual useful feedback and/or answers.
This is not the experience we want for our users, and I am very sorry to hear that you had an unpleasant experience with us.

Thanks!

Hard, they take forever to reply. And when they finally do? Just a bad excuse or a ban!

Support answers quickly, but has no idea what's going on. You get an excuse from time to time, but nothing that really helps. My support ticket was escalated to the management, without any reaction whatsoever.