Sorry that it didn't work well for you, but the settings to prevent a 403 (access denied) are accessible for the public in the documentation and also in the forums.
As for the support: we raised the support staff by 2 new team members. Please understand that with the growing popularity of our extensions, it took a couple of weeks for these 2 new team members to catch up.
Last but not least we are giving free support with highest quality, which is outstanding in the joomla world.
I hope in the future you will recognize the changes we made already (and the future ones) and update your review.