I also wrote to the support as well as a PN but I got no response to both questions. They should at least answer the questions from people they owe something. Thats a kind of respect in my eyes.
No they shouldnt waste their time on answering hundreds of the same questions day after day. They shall use their time on bringing a safe and well functioning pool back online.
I don't think this is wasting time, cause they have lost my mining capacity due to this ignorance. Maybe less people would have turned away from their pool, if they had provided more detailed information.
In a business I would talk about customer care, which is essential for being successful.