We have responded before 12 hours more than once in this thread, but again, I understand your point.
Based on your feedback here and others we've heard over the last few months, we've already announced a price increase which will allow us to focus on, and add additional support staff, as required. It's always a compromise between quality, support, and price. We've always put the highest priority on quality. Support can sometimes take up to 24 hours for a response (we try never to go beyond that), but for $30 over 6 months, we've felt that was an acceptable support window.
The increases at the end of this month will still be much lower than the $160 price of jReviews to which you're comparing us (and won't be limited to one domain). We use jReviews on multiple sites, so not saying they're not worth it, just pointing out that an increase of 5x in price certainly comes with a expected improvement in support times.
Again, thank you for the feedback. We are listening and do appreciate it.