The issue comes down to support times. Time of report to solution. I have reported bugs
nearly a year old that manage to persist through version after version. I paid for support and in multiple instances never recieved it. Or bug fixes take months for fixes that amount to nothing more than a single line of code. Thats the issue.
I think it's a bigger slap in the face that this company charges people for support and then never intends on providing that support in a timely fashion. It is intentional, that the support is lack luster. You yourself admit that response times can sometimes be unequally long between products. Is there anywhere on the site that explains that support is to be intentionally slower when buying VbGallery?
The fact that you recognize this, the fact that the company recogizes this and still does nothing about it, is a slap in the face.
The fact that you say, "vbgallery is not a product that sells well" is no excuse for the failure to act in a timely fashion.