@hungrygamer I don’t think this is true. I presume you’re refering to this post which says support will no longer help froobs with things like accidental deletion of items, tradeskill mistakes, accidental purchases etc. I interpret this as refering to problems that are caused by lack of knowledge of game mechanics or a slip of attention on the player’s part, but not bugs.
I personally hope they will offer full support for everyone again once they’re through the current support backlog, but I think name changes are still supported right now.