I agree with this. Your support, Michael, is very poor & sporadic. You need to do much, much more.
I use the free Mio theme by Roy Ho @ Splashing Pixels. Perhaps you know him?
His support is second to none with prompt responses to all posts. Most of his time is taken with support for this free theme and not his premium themes.
The fact that the support asked of you is from paying customers makes this much worse.
You did finally seem to resolve my account problem (maybe it resolved itself) but you made no effort to actually contact me about it or offer any apology.
I’m using your plugins on behalf of a client, so problems here need to be acted on in a prompt manner; hours not weeks.
I sincerely hope you care enough about your customers (& not just their money) to take this post seriously and act accordingly from now on.