Hey Derek,
We would be happy to refund you if the product does not work. Regarding support requests, we utilize the forums to support free users, and provide phone and email support for pro users. Unfortunately the volume of support requests that we get for free users, sometimes they get lost in the mix. I'm sorry if that was the case for you.
I had seen your email was forwarded to one of our developers to look into it. He has been finishing up another project so he has not had a chance to get to it yet, but I will check with him and his schedule to get an idea of when he would be able to address it. I imagine it would not be until later next week as he just wrapped up that one project, and has one more on his plate before that issue.
Thanks!
Brian