I stopped using them years ago. It was a nice plugin indeed, but it shouldn't take someone a long time to set up the free version.

I didn't understand most of the crap on the settings page so I used Google to search and found a blog post written in detail how to edit the plugin and explained in detail what some meant. I felt like I had to go to school just to set up this plugin. I have not paid attention to this plugin in years and didn't know it was this bad in treating paying customers bad. First of all, paying clients is your number 1 goal to continue to satisfy so they will keep on paying and never mention 1 bad thing about your plugin and even stick up for it.

Now, it looks like some people basically don't want to depend on them no more till they see a major plugin update which a easier interface would be nice and suited for newbie bloggers. And a overhaul on support. Support is like the number 1 thing a plugin author needs to focus on besides plugin updates if security is at risk. Support doesn't have to be perfect because any plugin author or business in general does not have the perfect support system down. Issues to happen when a support staff member maybe deletes your ticket by accident or didn't like your comments in the support ticket so they moved you to the end of the line.

Fix the support problems and maybe get some free volunteers to do the support and mention that this job could turn into a paying job based out of performance doing support and making contributions to the plugin as well. Get people who are Eager to work on a plugin they first of all love and maybe these support members will be the one to make that tiny change that we all may want.