They get frustrated when they want something, just paid for it and then it doesn't work. Getting a reply from certain help desks can take up to 72 hours too (some don't even reply). No wonder they want their money back.
We're really putting efforts into the support and providing live support as often as possible or guaranteed help within 6 hours. It's proved to be a big part of our success so far. Suggest you do the same folks. Can't go wrong with excellent customer support and care.
