[What level of support does Thermaltake provide to its customers? Specifically regarding the custom cooling untis?]

I bought a Thermaltake case a looong time ago.  After about 10 years the custom cooling unit broke.  Recently I've been thinking about a level 20 case but when I look at the forums and see many people looking for help and zero replies it leaves me concerned a little.  

What level of support does the typical customer receive?  Have you ever had a faulty product receive support or even a long standing product get support or replacement?  Or is it a buy it and good luck kind of deal...?

I am hoping to hear from customers as I have no confidence in the corporate world having integrity or transparency.