Here's my experience in my last support:
Hi, it looks like we're getting nowhere here. I've been standing in front of my laptop for the past 3 hours already, waiting for at least a confirmation. This issue is about to transpire to Day 2.
It's already 12:43 a.m. in the morning here, and I need to wake up early later because I need to accompany my pregnant wife for her checkup. I also slept late yesterday because I waited for your team's response, which did not even bother to tell me if he'll just fix it tomorrow or in the next couple of hours, whatsoever.
It was told you'll help me fix the site if I'll just open a support ticket, so I did. It turned out, I was made to wait until the wee hours of the night. To be honest, this has been an insulting experience. I don't understand why I was placed in the backseat by your support team. Is it because I'm Asian?
In the first six months since I purchased Voice theme, I only used your support once. Just once! For small issues, I didn't complain about them because they are manageable. But when the time that I needed your support the most, I get no real help!
If you really don't have the intention to fix my site because I didn't renew or purchase a support, you should've told me earlier instead of making me wait for this long.
It's disappointing. Never have I experienced being insulted this way.
Thanks for nothing.
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