Here’s what consumers have asked with answers from Emsisoft staff and previous consumers.
Mike, I'm sorry that we couldn't keep our promise to reply within 24h during the xmas holidays. I'll make sure your case is handed over to another support agent who is there to help 24/7, no matter what. I can totally understand your frustration here. The reason why I'm replying here is that any sitejabber postings trigger an email alert that directly hit my CEO desk and I'm responsible in the last instance for what our employees are doing.
I did some investigation on this particular case. A number of unfortunate events played together to result in an unusual long response time. 1. We just had a major software release the Friday before your inquiry, which led to a higher number of support requests that stacked up over the weekend. So our staff needed a bit longer to work through the whole queue. 2. Our internal support system ranks emails that haven't been responded to for a longer time up first in the list. But each email from you triggered a reset on our 24h alert system. Your message didn't get up the queue because you continuously sent emails every day. That's not your fault of course, it's a bug in our ticket system. I just want to describe the reasons of the delays and I'm sorry for the troubles it may have caused you.