Couple of things here :)
1. Thank you very much for your feedback, bad or good, always appreciated! So thanks for taking the time to write it down.
2. No excuse, entirely our fault and responsibility, we fix the reply rate under 24 hours. We had a lot of changes in the past months in our support team and we are currently training new members. Which does take time. We had a meeting today to discuss your review, that's why it's appreciated! And we are taking direct actions in the way we manage the tickets queue. This being said, even though we will reduce the waiting time, it'll still be around 4-24 hours and most of the time around 18 hours. This is because we receive a LOT of tickets and we choose to focus some of our time on the product development as well. We target 2 updates / month in the future. We have a dev working full time on Woffice that will arrive this next January. However, what is unacceptable and that we'll sort out is "ticket-looping" (replying without bringing any new info / change). That's what we discussed, realized on your ticket and will change. If you're having any issue in the future with that, ask for the head of support (myself).
3. I am truly sorry that you feel the whole experience: theme, update, support, innovation... is worth 2 stars and hope next time you use one of our product it'll be 5-star journey on all the way.
Wishing you good luck in your projects and a nice day.