I've been completely disappointed with Heroku's support so far. First they obviously skimmed my support request and provided a canned response that was completely off base. Their next response didn't come for four days and only after I called their sales team to see what I could do to get better support. Their only option is a $1k / mo support contract. If you're running a mission critical app, I'd think twice before choosing Heroku.
I'd be happy to help you do this if you're game. Contact me via adam at heroku dot com.
Could you also email me some links to your support tickets so I can check out what happened there?