We do care, and it's certainly something we have been actively working on. Did you read the time line? Even if his issue is directly being worked on, which is

We do care, and it's certainly something we have been actively working on. Did you read the time line? Even if his issue is directly being worked on, which is doubtful if you look at how many layers of clueless tech support this apparently goes, this is terrible customer support. If you promise to reply in 48 hours, reply in 48 hours. Give the customer compensation for the months the product did not work properly and maybe a gift voucher for all the effort they put into helping to solve this bug.