It is very true. You have a better chance of getting struck by lightning right after walking out of a store where you cashed in your $100,000,000 winning lottery ticket than you would of actually being able to get ahold of someone at dragun to have your gun repaired. However, you can always just use something breaking as an excuse to upgrade it.
But if support is really important to you, then stay away from anything dragun has anything to do with. For not that much more than a drallion you could get a prostock cocker, which is very nice although it is a mechanical; a Odyssey 03x, which while not closed bolt, is a great electronic gun; or a BKO, which is another great electro gun for not an exorbinant amount of money.