This is one of the sad outcomes of success in the Free Software movement... Things get popular, distribution expands and gets used by people that either don't understand the model or just plain don't care.
As an end user, you are entitled to exactly the support that you paid for. Under many licenses all you have the rights to is access to see the actual source code. I have deployed such software into production environments. Sometimes we decided to support it internally, sometimes we trusted the project had enough momentum to remain viable "in the wild", and sometimes we purchased support through the originator or a third party. I will say in all cases we had better success than with most of our commercial off the shelf software, in that properly articulated bug reports were fixed faster.
Having access to core developers, often to the core developer is a huge advantage, as long as one remains mindful of the support model and what you are asking for.
One of the failings is that consumers do not read or understand support contracts that come with products. They also tend to treat things as monolithic appliances, that either work or are broken, without distinguishing between broken hardware, buggy software, incorrect setup/configuration, or good old user error. This is true in the commercial world as well, the different there is that the calls route to a giant call center instead of to some home phone number.