No, they never replied at all. Their self-service site broke and they completely and utterly ignored my emails to the associated service address and to a number of other addresses posted on their site.

I grew up using, ah, other methods of satisfying my need for an interactive debugger and those methods continued to be viable after giving hex-rays $1100 and getting flaked, so I wasn't materially impacted by the flakery, even though I "should" have been. Had I been materially impacted rather than merely angered and frustrated, I probably would have tried other escalation paths -- phone, twitter, maybe even snail mail -- and I suspect I eventually could have gotten through, and my expectation absent evidence to the contrary is that if I were to have gotten through they would have helped me out. My takeaway would be "their self-service site is rubbish and they force you to use a company email address (as opposed to your gmail) and then their support email servers sometimes silently drop messages from your company email address, or something," not "they're crooks." On a professional app sold at a professional price, though, that's still not a good thing, and it informed my software choices going forward.

It is not our habit to leave emails from customers unanswered. The only explanation I see is that your email ended up in the spam folder.

Since I can not find your nickname in our database, I can not say more.

This is really strange to hear. What self service site did you use? Our website chat goes right to a slack channel that multiple folks monitor and reply to at all hours of the day. Worst case if we're all sleeping and you leave an email we respond when we're awake.

Just searched for your username in our chat and our email and don't see anything so I assume you've got a different email?

My problems were with an IDA Pro license I purchased from hex-rays. I have no complaints about BinaryNinja. If you represent hex-rays I'd be happy to PM you my business email.

He's talking about IDA Pro.