While I agree with everything you're saying regarding support, and people do need to go down the correct channels in order for a consistant set up, however. Unfortunately the technical support is just not pro ative enough and it seems that the only way to get answers is to speak to the big guns. I chat to Kevin a fair bit on here, he's been very helpful as have you. I also see David on the forums giving advice which has helped users out.
My experience of Tech support is 50/50, half good, half bad but other users seem to be getting zero joy from support. In some cases a quick PM to David, Kevin or yourself will kick the process along. I'm not suggesting you start doing tech support
but merely you are a conduit between users sending in tech support questions and hearing nothing back or getting the response they have asked for.
I also appreciate that tech support is free but maybe at least adding some kind of SLA means users are not left in the dark when they have problems.
My last two tech support question could not have been more different. I asked about registration and that i had never received an activation code. The agent gt back to me within a few days and gave me suggestions, I then asked another few questions which were answered the same day. Perfect. My next one was not so perfect.
I had an issue with Analog Laboratory playing different notes on the keyboard, i put it up on the forum but no one answered so I sent in a tech support question. I had to resend my query asking for an update as I had not heard in over a week. I received an answer asking me to send in Midi data, I did so but still nothing after a week. I then started to diagnose it myself, still leaving questions open. I found out that it was only on one machine that I had an issue. I asked the support guy where my AL prefs were situated, No reply. I looked around and found them as I sort of knew where they were but wanted to check I wasn't going to throw away any presets.
I ditched my prefs and it was sorted, my issue I had resolved. After this time no one got back to me about the data I had sent. I then sent another update saying that I had fixed my issue, still nothing, no reply no email or anything. The ticket was just closed. That is poor customer relations and even worse tech support.
From the forums, people have this all the time and although I believe that 50% of these could be easily fixed by users reading manuals and being more patient and trying things to resolve their issues, I also believe that the level of support received isn't as good as it should be.