Merlin is no longer the tool it once was.

* They are nickle-and-diming users without clearly stating in their UI that things like "web search" cost 2x points for every request --- has anyone else heard of such a thing?
* They LIED about my usage and FAILED to produce (on TWO occasions now) a record of my points and exactly why my points disappeared so quickly, even though they have a record because they explicitly refer to it
* When asking about this and showing them the math, they explained my usage by referring to queries I didn't make at the time I sent the email which shows they are not paying attention
* Have had multiple tickets closed immediately after they were replied to, rather than seeing if I was satisfied - this is a BIG no-no, as I have had follow-up questions every time

I was an early adopted from AppSumo into Merlin and invested a bunch of money into them (one of my biggest AppSumo purchases ever). It's sad to be treated this way after as much as I've loved and enjoyed using this product. This is a failure of 1. the UI not being clear, 2. Lying/falsifying usage stats (if they weren't lying I assume they would want to prove it like I asked them to), 3. Really poor customer service.

Please get it together Merlin. It's rough being treated like a second-rate customer when I was an early-believer in you.