To be fair, I think legitimate companies' customer support might be a bit more courteous and attentive if they personally stood to gain $500 from each dissatisfied person contacting them...
Nope, doesn't check out.
Think of criminals doing ransomware as if it was a small startup, for which profits are strongly dependent on reputation, and where your "customer support" is actually handled by the founders themselves. They have every reason to help, because it literally keeps their business model alive.