I grew up using, ah, other methods of satisfying my need for an interactive debugger and those methods continued to be viable after giving hex-rays $1100 and getting flaked, so I wasn't materially impacted by the flakery, even though I "should" have been. Had I been materially impacted rather than merely angered and frustrated, I probably would have tried other escalation paths -- phone, twitter, maybe even snail mail -- and I suspect I eventually could have gotten through, and my expectation absent evidence to the contrary is that if I were to have gotten through they would have helped me out. My takeaway would be "their self-service site is rubbish and they force you to use a company email address (as opposed to your gmail) and then their support email servers sometimes silently drop messages from your company email address, or something," not "they're crooks." On a professional app sold at a professional price, though, that's still not a good thing, and it informed my software choices going forward.