It's very, very common that open source developers will provide zero support for their products. That's almost part of the open source ethos, where someone starts as a core dev, eventually moves on and then the project is picked up or forked by the next person. If a product becomes sufficiently popular, the support gets provided by the various volunteer armies in IRC who provide free tech support for nothing more than the pleasure of berating strangers that they are helping on the internet.
Most of the successful open-soure projects that I have encountered have the main dev providing support through email lists and/or IRC. There is normally a community too but the main dev will know the most about the project.
