For the record, the response times I quoted are current, as things stand right now (and for the past couple months at least) with our current staffing. We will regrettably admit that up until March, when we finally got VC funding approval to expand our staffing, we may have previously dropped the ball in terms of support responses in a number of cases; we recognized that deficit in our service at the time and addressed it by hiring enough staff to handle the workload.
It is not a fair complaint to hold us accountable now for things that happened in the past and have since been resolved. What had been the case then is not the case now, but the "messenger" is still sounding the alarm about something that we already fixed and is presently no longer true. Robin was only pointing out that it seems nothing we do can ever be deemed satisfactory enough for you, so why can't we just agree to disagree and simply part ways? If you currently find our service so sorely lacking for your needs, why are you still here? Would you keep buying modern Fords and yet sound the alarm to management (and prospective car-buyers) that they once produced the Pinto? Would you keep buying shovels and gripe that they aren't a bulldozer?
We keep fixing and improving things by leaps and bounds, yet you keep kvetching that they ever needed fixing or improvement in the first place, no matter how long ago that was nor how much we've improved. Being only human, we can't create everything perfectly from the outset, but we can acknowledge and identify our faults and shortcomings and strive to correct those, which we have done and will continue to do. Complain about the past if you wish, but at least give us some credit for the present.
"Forgiveness means giving up all hope for a better past."