Yann, I've got a short answer and a long answer - figure I'll post the short answer then finish up the long one.
Short answer: we can absolutely help and we would love to do so. While I wouldn't rule a refund out, I don't think it's the first step.
The kind of problems you're describing are the ones that our
support ninjas are very successful in solving with the customers that have had them. If you call or email, we'll start that process.
Now, back to the long answer. :-)