We have been using Element Pack Pro for a year now, and we are very very pleased with it. The support is what you can expect using online support tickets and emails, still, we did not see that as a negative. Support always gets back to you, it is not in real-time, yet the answers are easy to follow, detailed and correct. Element Pack Pro is packed with features, which can bloat your site quickly, and BdThemes has pre-empted that by allowing you to turn features on and off.
Overall we are very happy with the product.