PineGrow, as far as I know, is basically just a husband and wife team. I suspect they have or will grow as long as they continue a decent development pace. Each of the support emails I have sent were answered in about 2 days.

And like Paul wrote, no excuse unless they are completely submerged in support requests...in which case they ought to at least have an auto-responder support ticket mechanism that can remind them of open tickets/support emails.

As for the font thing. Not seen that problem with it. But I have not tested it on a WDP site.