I had a terrible experience with their support too. I'll never use them again.

The guy kept throwing out extremely passive-aggressive lines while using smilies while I was nothing but polite.

Things like:

- "I understand your problem, maybe you should be more careful next time. ;)"

- "Next time read the fine print! :)"

This was all because I needed to get a certificate revoked. Due to their terrible and unclear interface I had managed to lose a private key that they generated for me and as you know, revoking certificates with StartSSL costs money.

The hilarious thing is the revoke fee is way more expensive than just buying a certificate with a different provider.

Thankfully I'll never have to deal with them again in my life because superior services exist to obtain/revoke free basic certificates.