They're a startup. I guarantee you there's probably no more than 10 guys there. I've worked at startups and here's the deal- Support is very uneven and capital- (and time-) intensive, when you're new. You haven't worked out all the workflows yet and you're too busy building out product to know when to change gears to handle a support backlog. Eventually it gets sorted out, but the beginnings are always rocky. Don't judge a brand new service based on its support record please... I promise you that not a single person who ever worked at a startup thought "man, fuck those complaining customers... we need to build our vision!"