Same experience here, I didn't get any help from that site at all, not until I cancelled my membership, that is. Then I started getting lots of emails and support. Go figure. Lol.
I have to add that I think Jillian is probably a really great trainer and I am impressed with her overall, which is why I joined that site in the first place, but you just don't get much of "her", so it wasn't motivational for me at all.