Works great, customer support poor

This plugin is great. I use it all the time without any problems. But they only get 3 stars from me because it’s their customer support I have a problem with. I just bought the multisite plugin and can’t import a standalone into a network and so far it’s taken about 5 days of back and forth with them and still it’s a no go. By appearances it looks like they know English, but they either don’t or they don’t read my email and description of the problem, so the same solution they keep sending me is not addressing the problem. And they keep referring me to a help file which is inaccurate. It’s been really frustrating. That plugin cost us $199. For that price, I expect better. I don’t think they want to be bothered. Oh, and don’t lose your password. Their password request doesn’t work either.