Same here. I've always found them to be helpful. A few years ago, my account got hacked. Half my characters were deleted, the remaining ones were ransacked. They were able to restore pretty much everything.
I've never had anything but grief from support.
I'm the guy who spent more than 6 weeks trying to get them to unbind a TOS Dread pack that was caught up in the whole "ALL ITEMS ARE NOW CHAR BIND ON PICKUP" fiasco about 6 months ago. I'm also the guy who had the first round of the "free t6 ship" event bug out on him and fail to give anything.
In both cases, support went out of their way to *avoid* helping. Then, when pushed via social media & cryptic management pressure, they revealed that they had no idea what I was talking about and that they really didn't know a thing about the game.
Another example is from a couple years ago. It's from the time the EMH boff was being given out as part of a charity event. Basically, you'd donate to their charity during a stream and they'd send a code for an account wide EMH boff unlock. In my case, however, they didn't send the code for 9 months, by which time the code was already DOA. Support just went "tough luck, pallie" and I've been short an EMH boff ever since.
Those are just the three biggest examples. I have had countless times where they have refused to help for minor things.
The worst GM of the lot is GM Navi. He's just a lazy bastard who will absolutely everything he can to avoid helping. Indeed, I've heard cases where he has banned people for reporting a notorious troll in STO (a guy named Stark). Yes, banning people for reporting a guy that was harassing them or people they knew. Insane.