Not sure if you're following IRC, but just in case I'll mention it here as well: Raptor products are already outpricing most consumers. Even in casual conversations with hacker friends, most of them balk at the price. Point being: if you increased your prices most of your buyers wouldn't blink. At present your buyers are blinking at the poor support experience. I would have paid a 50% premium for a product with actual support.
A compromise would be to offer ala-carte support packages, perhaps billed yearly. I would also have paid for that.
I know these decisions aren't in your court, but I don't have anyone else to share my opinion with, so there you have it. I hope that I will publish a more positive review of Raptor with these problems addressed soon. Thanks for coming by the thread to share your thoughts.