Jo here from Wordtracker, I just wanted to post a reply to more clearly share our position with you.
In terms of the keywords tool - we have had some infrastructure issues over the past few weeks which have been our primary focus in terms of development - I'm so sorry that you've been inconvenienced.
That said, we've made some huge improvements to the Keywords tool, and the system generally is much more solid. We've still got a short way to go on this, but we're confident that in the next few days the system generally will be a lot more stable.
In response to your Link Builder comments - we don't really advocate mass emailing of prospects to get links - rather, we provide examples of prospects (for instance, sites that link to other sites in your market) and offer metrics that suggest how hard they may be to build a relationship with (many links are based on relationships), and through this gain links. We don't like spam any more than the next guy. There's a fresh Link Building course starting on 13th March which will give you much more insight into the process (there's some material already there from the previous course that might be helpful), and as a subscriber, it's available to you at no extra cost - just log into Link Builder and click the 'Get Links' link at the top of the page and you'll be able to find out much more.
I'm sorry that you feel our support is 'non-existent' - for a company our size, it's just not possible to have the live chat open 24/7 - but we do our best to keep it open during UK business hours. That said, I've not found a message from you in our system that hasn't been responded to - if that's not the case, please let us know, as I'd hate to think we're missing anything.
It's clear that your experience with us hasn't been great - and we're sorry about that. Please do let us know if there's anything else we can help with.
Wordtracker Customer Support