For what it's worth... My experience is that emails to support aren't answered. And if they are answered, it isn't in a timely manner (I'd consider 6-12 hours timely for a support request).
For what it's worht, my experience has been otherwise. While I don't expect an immediate response (I'm sure the Support Techs deal with phone calls first), any time I've written to firstname.lastname@example.org, the message has always been addressed.
I certainly can see that an individual message might get lost, but my experience doesn't suggest there's a policy of ignoring email requests for support.