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I didn't vote and I'm not sure how they handle tickets (never had to submit one), but assuming they're handle reasonably I don't see why each ticket would responded to by hand. That's too much effort for volunteers who are likely responding to very generic issues in large quantities.
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For
paying customers I think it's perfectly reasonable to expect some kind of answer that is relevant.
Problem is they don't have a real support team, all volunteers which is the bigger problem with graal. Graal has terrible support as a whole and it is a valid reason to bring up (IMO) that it should be improved (but it never will be). Someone said it's pointless to bring it up in this thread but it's a suggestion like everything else.
Not sure why some people treat it as a sensitive subject or as if it's ridiculous to even talk about it and act offended.