OK, so they don't offer support if all you do is use the free base plugin. Fair enough - that's their call, they're a business at the end of the day and have to make money.
However, I paid for 3 (rather expensive IMHO) plugins which, apparently, does entitle me to support on the base system.
It's been 5 days now and the support ticket hasn't even been assigned to a support agent!
Read in to that what you will.
WooCommerce is, btw, is an excellent system. However, if you're not too technical or are worried about using an unsupported plugin, then I'd strongly advise looking elsewhere.