It would be nice if ESET set up an active support to respond to inquiries in a reasonable time (less than 1 week).
In my opinion "no reaction" is definitely not a good option if you want to keep customers.
In corporate support, however, is responding, but there differs the support of supporters to supporters so extremely different that the one directly remotely helps (or at least tries) and the other hand the topic, so that it finally runs in the sand.
So how about ratings for each ticket to evaluate and improve the quality of support?
The quality of a product is measured by the support, not by the number of features.