They aren't saying they don't get responses to support issues or lost BUIDs.
I believe you're right. I don't believe anyone has said that. So I will say it now. I have outstanding bug reports stretching back to well over two years ago, many of which have received not a single comment from anyone at BRL. Some of which have even been filed away in the BugBin where less people will spot them. Some are very serious, some are not very serious.
Sometimes bugs can't be found. Sometimes they can't be fixed. Sometimes they're out of your hands. Perhaps you and I have differing opinions on whether or not a paying customer is even entitled to a response. Most paying customers will expect one though, and they get less likely to become paying customers once more when they don't get one.