Kym,
As a long-time developer who has owned many third-party libraries over the last three decades, I can say without reservation that you will never experience better support than with any of the products from WPCubed.
And no, I'm not associated with the company in any way, I'm merely one of many VERY satisfied owners of the WPTools product!. Run, don't walk, to get it!
The instance cited here in this post, where a question wasn't answered promptly, is definitely the exception, rather than the norm. Support from them is, in my experience, unparalleled. And oftimes suggestions or questions that lead to solutions are incorporated into subsequent releases. The product is constantly evolving, many features the direct result of users' requests or problems.
I should have added in my prior post that another reason to ask questions on the Forum, rather than via private email, is it saves Tech Support from answering the exact same question many many times! As developers ourselves, we've been through that movie often...:-) And it makes this Forum as useful, if not even more so, than ANY Help file or FAQ! Have a problem? Just do a Search in the Forum. If you have a question, chances are someone else has already asked it..
You ask about who handles the replies. With this Forum, not only do you get responses from the developer, many times answers, suggestions, solutions, and examples are provided by any of a number of "power users" (as you'll see if you read through the various posts).
One criterion you need to ask yourself while looking for controls is: How long has this company been around? Are they new to the scene? If so, steer clear, you have no way of knowing they're going to be around for the long haul. I'm not sure when WPCubed started, but I've personally been using WPTools for over seven years now, starting with Version 2. THIS company is here to stay.
Add yourself to the WPTools family, you'll be glad you did, and wonder how you got by without it. I'd tried several of the alternative products out there, and they paled by comparison.
Regards,
richard diamond