Almost useless support?

Hi,

Is it normal that the support is hopelessly overwhelmed with a missing reverse entry and always sends only useless standard answers? (Ticket # 6186583 from 8. Sept. 2022)

host -i 2001:41d0:303:89xx::x (The last digits are made unrecognizable)
;; connection timed out; no servers could be reached

How to make the support understand that there is a missing entry on the name server for the IPv6 network of the server and it has nothing to do with the server itself? I still despair with this kind of support. And I don't want to pay the extra support just for that.
How do you get help? What do you do to make it work?

Any tip is welcome to me

Ralf