It seems to be an on-off kind of thing. Or it depends on if it involves any sort of time-investment for them/him, I don't know.

When I had problems with MCS+ and Win7-64 I emailed them and got zero response but thanks to Darrel and Charles that problem too got sorted. A month or so later I emailed Mecanique again inquiring about a bootloader file I didn't have and got a response (and file) within hours.

/Henrik.