Inconsistent Results

Support is only available via website/email, not phone or chat. And their form on the website always says support is not online and I can’t figure out the time difference. It makes no sense to me. Sometimes I get a fast reply, sometimes it takes several emails and weeks to get resolution. On the other hand, I purchased the wrong additional features plugin and immediately realized my mistake and asked if I could swap for a different one and they quickly helped me out with this.