That thread is about four years old. Stripe got big very quickly and definitely had some growing pains for a while. Their customer support really was that bad/non-existent for a while. It was a lot of hassle to sort things out when we had a dubious chargeback too.
To give credit where it's due, they have improved since. Gone are the days when they were the small developer's payment service and you could expect to reach technical people straight away via their contact addresses, but they do at least seem to reply to messages eventually now.
IMHO they still have room for improvement. In particular, 24-48 hours for a first substantial response doesn't seem unusual, and that's far too long for a merchant who might have one of their own customers in limbo or some sort of ongoing dispute or fraud that they need to deal with quickly.
But at least Stripe seem to be moving in the right direction and genuinely trying to do better. Our experience of their support is still much better than you'll get from a lot of other payment services if you're only a small merchant.