For anyone that is interested…8 is the number of days it took for RW to determine that the inability of my file to open properly is “not their fault”. In truth, they are partially correct–the actual problem was an incompatibility between Stacks 3.5x and the SiteMap plugin (simply removing the SiteMap plugin allowed the file to open fine). However, I point at least half of the blame at RealMac–it should not just freeze with no other user feedback if there’s a problem with the plugin. At the very least, if they are not willing to change this behaviour in the software, then they should accept the responsibility of fielding support tickets in a timely manner.
Honestly, Isaiah’s very simple troubleshooting (see thread above) allowed the issue to be solved in about 5 minutes. If RealMac has responded with something similar within 24 hours, I would have been able to close the ticket in under a day and would praising the company. Instead I find myself resenting the fact that I’m locked into the RW ecosystem (and generally pleased with the service of other vendors in this ecosystem like Yourhead).
I can’t wait until someone creates an alternate client to RW that supports the Stacks framework. I would drop RW in a microsecond.
My very simple support case was open for just over 8 days. Shame on you, RealMac.