I have used Customer Support many times and never had a problem with it.
Are you sending your inquiry through
this page? It's on the right - where it says Contact Customer Support - click on that and it will take you to another page where you can click on "Submit a Request."
After you submit your request, you will get an automated reply acknowledging your submission. Within about 24-72 hours you will then get another email with technical advice as well as a free game code; if you still wish to discuss your problem with one of their support staff, make sure that you reply to this email or else they will assume that you no longer have a problem and that will be the end of it.
If you still get an error message after submitting a request, I don't know what to tell you as I have never had that happen. I suppose you could try a different web browser just to see if that makes a difference.
If there is a bug in the game, Big Fish can only report it to the developer and then it's up to the developer to fix it and provide Big Fish with an update. This is a reputable company, so if there is a glitch that is affecting everyone, they would be sure to fix it. Thus far I haven't heard anyone mention any glitches with these solitaire games, but this is not to say that none exist.