Well I wouldn't tell them arrogant. Maybe they are tired answering the same questions over and over again and again. That's something I see when dropping by at their forum. They give really great explanations about scenery design in general but nevertheless get killed with basic questions or deadlines. Just like in every other forum. My opinion.
I like their products a lot and their Global series, lately they announced FS global vector, will be a kind of FS graphics revolution especially if you like VFR. Adding ENB, SweetFX, Shade, REX ... to all those enhancements it takes a lot of time to manage FSX. A nightmare thinking about reinstallation.
Same as Mark, I never had any problem with their products. So I can't judge their support.
Cheers,
Lex