While you are entitled to your opinion, I think it's way off the mark as far as support is concerned. Look in the actual support forums and you'll see that threads are very active and support personnel are involved in every thread. Given the number of forums, some are given a higher priority (installation, bugs) than others (general discussion).
Customization of any script beyond what it provides may involve some changes; this is the same for all scripts. Many users never touch a line of code in our script; others want to do things that fall outside the script and mod theirs to the 9's.