I wonder how much this has to do with their being a Norwegian company. I have no idea what the expectations of customer service are over there. I'm just going on my experience working at a Scandinavian company and the incredulity I've heard Europeans express about the US's "the customer is always right" attitude, so I apologize if this is extremely ignorant. Regardless, they have a lot of room for improvement.
Have you tried giving feedback directly to the company? They feel like a small enough operation that they may actually listen.
I did offer feedback whenever it came up, but it was just to whomever I was talking to via support. They acknowledged the feedback but they kept repeating the same problems over and over so it was clear it wasn't going to improve in the immediate term. Some of it was simple, like, "please just use the right snippet, or if you need separate snippets for this, make separate snippets" and some was obviously more complex, like "if you are going to say something, like that you'll refund me, you should stick to what you said, rather than back out of it and not stick to your word."
Have you tried giving feedback directly to the company? They feel like a small enough operation that they may actually listen.