My company is in a medium-size city, but we have a Beckhoff support engineer just 15 miles away, who is extremely detailed and responsive. He even goes the extra mile and reviews quotes submitted to the sales engineer to insure everything will work together. We have also had help from the main Minneapolis office. I have met the German designers at 1-day seminars in CA (San Diego, San Jose) enough that I know them by name. I have suggested features we would like (ex. higher speed) and later saw them in new modules, so appears they listen.
You will probably get better support via e-mail. A phone call requires connecting with a person when they aren't busy. Writing it down makes you think things thru and helps shows gaps in your logic. That does require written communication ability, which appears lacking today. We have some young engineers who must frustrate support engineers with their absurd brevity, like "no work, help fix" when I review their e-mails. I see similar in some classic car forums I visit, like asking an engine question but not stating the year, engine, etc. I am regularly faulted for being too verbose in e-mails, so probably only a few detailed people have read this far.
In your specific case, it sounds like you may have 3 separate issues. One is controlling the servomotor, perhaps thru their direct E-bus module. The other is reading a load cell, perhaps thru their strain-bridge module (EL3351 or such). You probably need a PID function in PLC code to close the control loop. I haven't seen a single Beckhoff module which does all this.
