I've had a few issues recently (both technical and design related) and although it does take some time to get a response, once someone is working on the issue they are very responsive, polite, professional, dedicated, extremely helpful, and will go above and beyond to make sure the problems are resolved. Today I was working with Shubham from Elegant Themes, and he not only identified the problem I was having, but showed me exactly how to fix with with step by step instructions and graphics too. Then when I tried to figure out the next step myself and did it incorrectly, he went above and beyond in explaining how to fix the layout the correct way and even attached a video he made to show me that it works! I did what he suggested and my layout issue is completely resolved. That's top notch service and is worth applauding.