i think it really depends - we definitely have had / continue to have our share of growing pains (like many companies), and obviously our support staff messes up once in a while.
i think that most of our customers are pretty happy with our support, and we honestly do try to give the best support we're able, and to answer questions completely and accurately.
this may sound cheesy, but despite what anyone may have said, i think that we do put our customers as our first priority. i'm not going to quote any of the exact exchange in this forum (nor do i think doing so would be appropriate), but while i'm not questioning the accuracy of your quote, i do think it's taken a bit out of context.
the person you spoke to is the person in charge of the support team, so in that sense he is his own supervisor. he does, of course, report to the 4 honchos, and you did speak to one of them.
we don't necessarily think of things in terms of "supervisors" here; while there is obviously a hierarchy within the company, people don't generally need to pull rank on each other. i doubt that someone was trying to avoid consequences by misrepresenting the situation, nor do i think they were pulling a power trip by saying they were their own supervisor.
i am sorry that you had a bad experience, but i don't think that your experience is typical. i hope that your future interactions with our support team are more helpful (and pleasant).