well... I don't think it matters who you mail with a problem
I had a high attack hero get stuck "Return"ing from a level 10 npc hit early in the server and I sent an unanswered message, investigated a bit, and sent mails out to a lot of addresses and such. Over a month later he wasn't returning anymore, lost the archers and transporters though. So much for customer service, good luck if you have a problem.