I had a problem with a website i hosted (off gambling topic) and i contacted support via email 2 times and live chat 5 times in 14 days. Finally i suspected they were not American Support Techs as they were when i first signed on in 2003...and i asked them where they were located....Bangalore India. So apparently if you complain to support and they are not paid well, you get what you "pay for"...ie just a chat after chat, email after email..and no real results.
I feel for your loss. I estimate my 14 days of down time cost this persons "part time hobby business" about $2500 in revenue.
PS. the 'yw' was a classy move...really high dollar establishment they are trying to run