Experiences can be quite different. I ceased to ask them after a few months, when I realised that I only get crap answers, if any.
Most embarrassing event was, when I asked CS for the name of a member who had left my CC (no mails at that time), I was told to give them the name to enable further help.
And, we're waiting in vain for action against long-time problems which are unsolved. Instead, new items are introduced, with new problems which aren't addressed.
Promises are made and broken, see Pebble B9 or the "Passes gifted" leaderboard. The impression that they don't care is justified!
Nevertheless, no sign to me that they'd "go downhill quickly" - the core game is too good and the "hope" principle is strong in the customers. They keep grinding away...