We deeply regret the experience you've had with our service and support team. Your account of what happened is extremely concerning to us, and we sincerely apologize for the multiple failures you encountered.

The consistent server-side issues you faced are unacceptable, and we're embarrassed by our lack of response to your numerous follow-ups. As a top-tier purchaser, you deserved much better treatment. Our support team's lack of communication is inexcusable, and it's clear we've let you down significantly.

We understand and respect your decision to request a refund. You gave us multiple chances to address your concerns, and we failed to meet even the basic expectation of responding to your inquiries.

Your feedback is invaluable, and we will use it to make critical improvements to both our product stability and our customer support processes. We're implementing changes to ensure timely responses to all support tickets and to escalate issues for our top-tier customers.

While we know it doesn't make up for your poor experience, we want to thank you for taking the time to share this detailed review. It helps us identify critical areas for improvement and reminds us of the importance of responsive, effective customer support.

We're sorry we couldn't provide you with the service you deserved, and we appreciate your initial faith in our product. We hope that in the future, we can demonstrate that we've learned from this experience and improved our service significantly.