I have read a lot of not great things about Drobo Support.
Speaking from my own experience, I think the support has been very good.
I had a drive fail in my 5D. I started off with email support and I asked if the person could speak to me and he did. The person was in another country, and I could clearly communicate with him, no problem.
So big KUDOS to Drobo support. Give them a try first. They do get back.