For the record, you never opened a ticket neither in Community Support or Server Support. I don't think is fair to judge support if you never even required it. You simply wrote a mail telling us that it didn't worked for you and that you just wanted a refund. Totally normal if you are frustrated about it, but we don't offer a refund policy for that.
Every week people come here with server issues that we won't handle, but that we can help you to sort it out. We won't fix directly your issue, but we will give you the most accurate hint on what you should do to troubleshoot the issue.
Eventually we will offer premium support, with direct assistance (us fixing your server) but for now you will have to rely on our Community Support.
Cheers,
Rodolfo