My two cents, or pence as i'm from the UK would be...
Confining technical issues through the correct channels, chasing with polite emails or using a telephone to follow up a ticket. Thankfully I have only had two issues, one was that
my e-licenser stopped working, and another I figured out myself.
Although at first I did feel that my ticket was not being looked at, I chased the guys with a call and a few emails and they sent me a new dongle and I was back up and working in a few days.
In my opinion, posting threads from disgruntled users just makes it more difficult for support to track progress of an issue as they cannot reference a conversation you had in a forum back to a ticket number, and for them to add these notes to a ticket just isn't viable for them, baring in mind support is free.
It might be worth posting a poll on how many users would want to pay for technical support, it's fair enough to say if users have purchased new products there should be a grace priority tech service available, but after this we should appreciate the work that is being put in.
Stuart
