Helios Calendar: good product; bad support

While refreshmy.com's flagship product, Helios Calendar, seems to have a lot of really nice features and is extremely customizable, their customer service is seriously lacking. They seem to respond pretty quickly to the initial incident report, but then the response time for any follow-up communication can take up to several days without saying anything more helpful than, "Follow the directions on our wiki." I'd much prefer a deeper response, ie. "Have you tried these three things? Also, just to cover all our bases, please make sure your config follows what's suggested on our wiki..." I mean, I *did* pay more than a hundred bucks for Helios Calendar; was that a mistake?