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Support is good from the main front-people - i.e. Gabe, Tonda and Wegirl, but if you ever have a problem with your payment then its almost impossible to get a quick response from that dept. I think somebody needs to kick some asses over there.
As for ratios, I am suffering from the same. I only send a trickle of traffic to them now, just to sort of keep an eye to see if and when it improves.
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