This is why I switched to LastPass last year, and that after trying several other alternatives for over a year prior to that. After purchasing a total of four licenses from R******m starting back when they first appeared their support steadily dropped in quality. I only contacted them maybe four or five times in several years. The first few were decent; the last several contacts were similar to Darwin's.
LastPass is not without its own shortcomings, but it is working much better than the other brand. Particularly with Firefox releases, which the other guys usually catch up with after a few months each release.