Oh they'll be "extremely helpful" if you did not lose any money... if you lost any money at all they will just ignore you!
At first i thought i had lost money, but i then realised the funds were tied to an open order/s.
Just cancelled my orders, and the funds were released.
If you're used to the mtgox system, the BTC-e system might be a little deceiving but you'll get used to it in time i think.