Firstly, thanks Jan for being a volunteer moderator. Really appreciate you helping out on the forums.
Hi Chris, I'm the plugin creator. I'd really like to help solve any issue you have. It looks like you posted your original message 2 hours ago, so hopefully we're getting back to you soon enough to help out.
To be clear, we're not some group of hackers in a basement. Wordfence is owned by Feedjit Inc. of which I'm CEO. You're welcome to reach out to me at mark @ wordfence dot com. If you're running a business, I'd love to see how we can work together.
Wordfence the product is put through rigorous QA before we release it which is controlled by Kerry Boyte, my co-founder. She has built and run large QA teams at prestigious firms like the BBC and Symantec. In fact she built the BBC's digital TV testing lab from the ground up. So you might say we know a thing or two about testing.
However it sounds like we missed a bug. But it also sounds like you're running an older version of WordPress correct? Admittedly our test coverage on older versions is lacking because we consider it important for site security that all our customers run the newest version of WordPress. Presumably if you're keeping Wordfence up-to-date you're also upgrading WordPress itself.
Chris, I think you have probably wasted enough time on advocacy in this thread and it sounds like you have a business to run, so if you can post the error you received, we'll give it our swift attention. As Jan mentioned if you're a paying customer please visit http://support.wordfence.com/ where we'll give you the priority support you've paid for.
Wordfence Founder and Feedjit Inc CEO.
PS: Our terms of service including limitation of liability clause are available here. They're fairly standard and you'll find much common ground in the ToS of other SaaS providers and software companies.