Customer Support consists (mostly) of a useless bunch of morons when it comes to any modification related topics, they have proven their incompetence time and time again. In some rare instances there might actually be someone who knows what they are talking about, but most of the time there isn't. Moral of the story:
Never ever trust Customer Support, you simply cannot rely on it. Only go with statements made by WG Staff members on the forum.
Customer support is A.I.
You always get automated responses, unless you actually press your point (keep repeating the fact that you don't apreciate automated responses with specific support requests, since they can not be resolved that way)
Helped with my last support request ~week ago