Hi,
I assure you our support is working fine and we respond to every support ticket within less than a day in the majority of cases. Our developers are also continuously working to improve every add-on we have. Can you re-send your support request and let me know what email address or name you used when sending please?
I'll personally make sure you get a reply as soon as possible. We pride ourselves on offering the best support possible, and the other reviews present here are also testament to that.
With regards your thumbnail issue, if the image is available in the RSS feed and the settings are set correctly then the correct image for that feed item should appear. However I will take a look at your specific issue in more detail through the premium support.
Thanks.
Here's a reference to our premium support one more time.