Why the support is bad and slow?

whay the support they give is bad? I understand that in the version free, but I thought in the pro version would be a little different, I need to make a website a little fast and the support is very bad like free version, do not answer some questions, and when they do, are responses as to go faster the question! I do not think the support is “Pro”, as the policy of 30 days money-back guarantee work?