Sounds like the feature was publicised by sales but too computationally expensive for development to implement. As it only works in such marginal cases, perhaps it would be better left off the product feature list.
Is support being deliberately obtuse, why would you want to extract text from an image? Kinda self evident... so you can edit and re-use the text. Who cares if it's searchable? If you can't copy and paste, it's of little utility.