A bad support experience

I sent an email to Prey support. I received what seemed to be an automated response. I replied to that response - by asking someone actually to read my original email. It did not help that the response did not append my original email. That was two weeks ago. I have heard nothing. Now, by this stage, I have forgotten what my email was about - it was to do with some problem with installation on Linux, I think - but the fundamental problem here is as follows. No-one got back to me. Thus, I wrote to your support email, replied to an automated response, and I heard no more. How is that support?