I didn't buy your software! My friend bought it as a gift for me! It is just mysterious that your software is rated so high by some users. Are you a good developer? I think not! You even missed that my ratings were NOT the same. Is this the precision you apply to programming?
Next, a good developer's answer should be 'Sorry, what can I do to help you?' and how about a refund? - Not complaining about ratings. In this case I will come back on this page and rate 5 stars to cancel my bad rating just for the good support.
After all this I will trash your soft and stop all relations to you and tell my friend to to the same.