I like their product, but some of the things that they do make me think of them as not trustworthy.
The two big points I see currently are:
1. Encrypted code. I understand them wanting to protect their IP, but it raises the distrust level.
2. Offer a branding free. The eBay auctions were a real embarassment, IMO. There's no reason IMO they can't just offer it.
If they built up some credibility, things like this shouldn't be an issue. I used to be critical of their support as well, but they seem to have come a long way in that regard.
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