Why does the support team take to long?

Possibly b/c they are on the West Coast. In my experience (2 years) I have found never had to wait more than 45 minutes for a response and then once I have that initial response both Sean and Brandon are very engaged in helping me to find the right solution.

My experience is that the email request and response is pretty prompt. The real issue is the ability to provide screen shots and an applicable detailed report of concerns. Phone support is always better, but it is great to have the emails and the history for future reference.

We've had pretty decent turnaround times from support with GoFormz. It is frustrating to not have someone to call and speak with directly and you have to watch for emails but they seem to be pretty on top of it from our several years working with them.