I bought the service because I found a lot of positive reviews everywhere on the internet except for this topic and I got referred by a friend in an IM whatsapp group who was a reliable source for me. The support is instant, but I am from europe and they are also from europe so maybe I got luck being in the same time zone. I had some problems starting the service, but I forgot to add a token which was a stupid mistake from my side. They found this problem when they insisted to help me with teamviewer. The software is working as we speek. It works well, you only have to have a little bit of patience (you won't get a list of 20K emails in one minute - it will take a few hours but still that is an amazing result). I am very happy with my purchase and the customer service is always online and very fast. Two weeks ago I was already thinking about purchasing and I reached out with a couple of questions which they answered within 15 minutes, so that is why I did not listen to the negative posts on this topic because my experience was already positive.