How Plugin Support Handles Issues Is Very Important

I’ve been testing out this plugin for about a year and a half now and everything was going great up until, I’m guessing, one of the updates with this plugin that took place within the last 7 months. All of a sudden it started creating critical errors on my website and would break the layout of a page on my website, as well as, break the editing function of the same page. I read online about some ways to fix the issue and I’m guessing the coding of the plugin is just off, that the PHP error was being caused by a random accidental character in a line of code but the plugin developer/support was not able to help me, couldn’t tell me how to troubleshoot, nor tell me any reasons why the PHP error could be occurring. 
I talked to the support for this plugin here on WordPress and was directed to go to the plugin developer’s own website for support instead, like I have seen many others were also told to do in other support threads for this plugin, but the support on their website wanted access to my staging site which I personally was not comfortable with allowing, and when I asked the support on their website if they could walk me through the steps they would take using my staging site to figure out what the issue was and a solution to it, the support person told me they could not. I’m not sure why it would be so hard to explain to a client or customer how you would go about troubleshooting an issue so the client/customer could replicate the steps on their own. Also, if someone can not explain a process they are going to perform on my site to fix an issue, I don’t think I could trust them to do it. I wasted a lot of time trying to figure the issue out myself and ultimately had to delete the plugin and find a new one to fix the issue.

Nonetheless, my constructive criticism is that I think the support team or member/s should find a way to help others to the best of their ability without forcing a client/customer to give out sensitive information even if it’s “just” a staging site. I noticed that other reviewers said they gave the support for this plugin access to their staging site and their staging site was destroyed and their issue still was not resolved in the end. All in all, I think the support person was just not willing or able to communicate effectively enough to resolve my issue with the plugin. 
This WAS a great plugin. The free version had just enough features to get your site started with a customer reward system, and I was even excited to eventually upgrade to the Pro version once my budget allowed so I could access even more features and have more control over certain settings in the plugin; however, I am sad to have to write my first “negative” review on here due to all of the frustration and due to this being the only plugin I’ve ever used on WordPress that I’ve had an issue with that couldn’t be resolved. I would have called this plugin the best customer reward points plugin on WordPress, but I’m really disappointed that it didn’t/couldn’t work for me. I hope others have better luck than I did with this plugin because it had great potential. Luckily, I was able to find a different plugin with better support, and I learned to not only look at reviews and other statistics of a plugin, but also to test out the support and to look THOROUGHLY at the customer support of a plugin, not just how many issues are resolved, but HOW they go about resolving the issues.