They have, literally, outsourced 100% of their customer support and tech support to a foreign their party that has no idea what they are doing. And even if their outsourced / 3rd party tech support was “OK”, that doesn’t excuse or explain completely cutting yourself off from your customers… the people that pay your bills. In my experience, that’s the beginning of the end for any company–when they simply do not want to have any direct contact–or feedback–from their customers.
It is important to note, however, that StudioPress is now a subsidiary of WPEngine which is the company that actually does the web hosting on which StudioPress’s Genesis framework runs. The affiliate program only works with choosing the StudioPress framework and themes, not the actual hosting on WPEngine. WPEngine has a separate affiliate program for its hosting services, which yes, is a bit confusing.
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