Until there is competition, they won't listen. The whole thing is handled very poorly. I just recently did lifetime but now wish I hadn't. It's funny as I had sent the support message about how horrible the old email was. I did not join lifetime for the longest time because of it.
Lifetime paid customers appear to be already a non-issue for them. If you criticize they put you in time-out or delete you or whatever (so even posting this is risky). I've never seen anything like it before (and I have admin'd several adult sites for owners who are personal friends) as well as adult groups on MSN and other places. We NEVER did such a thing unless they were truly rude and trouble makers. The owners LISTEN to their customers.
They just don't seem to care. I'm not sure they understand we WANT them to succeed. This is a milestone event. How they respond could spell the future for this site. If competition comes along, they could be the next MySpace in a heart beat. And established members don't want that. We have connections here.
If lifetime members slowly move elsewhere, no one will join up as paid or new members (NOT good for lifetime members) if there is not activity here. It has had to cut into their activity numbers not allowing free members to reply to paid members. The tired excuse of not being able to identify if someone is an adult unless they are paid not true. We do it on the other sites without a problem.
I used to get pretty constant emails here. No more. Nor do I get replies. And, it's impossible to reply to old messages and it's impossible to have a decent conversation. I'm not certain the message system works at all.
I think there is a psychological aspect to "instant message" vs. email. Instant message is too small, can barely see the characters in the typing window, and most people don't want to instantly talk. They want to send an email to gauge interest then after they find interest, arrange or try instant message. (I'm not one for video, I'm wearing my bunny slippers :-) )