The response is "sorry we are looking into it, we'll call you back when we know what's wrong"... pretty generic.

Well to be fair, what do you expect them to say before they have diagnosed the root issue?

Fair enough. But then what is the point of paying for enterprise support if all you get is the same generic response a normal punter gets? If they cant offer better, then enterprise support seems poor value at best.

Are we sure that if CloudFlare wasn't so popular here, the word scam wouldn't be used?

So you're saying you want them to say the same thing but reword it since you're enterprise? If they don't know the root cause, they don't know the root cause.