Sorry to disappoint... but perhaps that jolt of hopefulness was good for you
Outrageous. I've looked a so many of these guys and I can say that several of them suffer from the same kind of shoddy support. However, without exageration, this is the worst. Others took days (not weeks) and at least had some documentation.
Anyway, this question you've posed is a key differentiator for us. So many of the other features are either the same, similar, or not critical. But having to inconvenience a customer by asking them to put information in that we know --- on a computer, just because two apps can't talk to each other? That's absurd! I hate it when I repeat myself to support people on the phone. Typing it would piss me off every time! Besides, it's just plain stupid.... and stupid is annoying.
Sorry... good luck with this product. It sounds like you like it. I bought a different one 8 months ago, good support, good most everything... except? You guessed it, can't pass params. And everyone's solution to this issue (if and when they understand), "you can always customize the php yourself". Yeah, and deal with the upgrade crap for the rest of my life? Been there, hated it.
One more thing... I noticed there was a requirement to enable your license. I found that interesting. With support at this level (lacking), I would worry about the lights going out. And if that happens, what's the dependancy on the licenses? May not be an issue, or only when you want to move. Who knows. It's not likely to get a QUICK answer if I asked.