I must say I'm surprised to hear of your experience.  My own is quite the contrary.  

I primarily use the forums and CuteSoft has always promptly answered any questions I've had.

Check out the forums, they are littered with examples of the company stepping up to solve problems of individuals.  Literally creating new builds to satisfy a single person's request.  Not many companies can be that agile.

You asked if anyone had any information on the quality of support for this company, I give them an A+.  Besides their support forums, the control is updated regularly and comes with great examples and docs.

I own a (very) small business and can say it was money well invested.

Greg