Support issues

Has anyone noticed serious failures to support products adequately by certain controller manufacturers?

I've called, emailed and posted to one company's forum, and haven't gotten a single response. No answer when I called (half an hour before their closing, so I guess they checked out early), no answer on the forum, no email back.

I know it takes time to catch up a backlog of support issues, but there's a few threads on their site receiving occasional answers (some during the break). Just not mine, and a few others are neglected too. Seems like if a company was working through a backlog, they'd hit every thread and email at least once fairly quickly to let you know they're not just ****ing around and ignoring threads, right?

I mean, I emailed on the 30th. Even if by some miraculous event they had 50 emails in their backlog (an install base of approximately 6000 to 7000, judging by their own press material), I would have been one of the earlier ones, and should have gotten some kind of response. I know I would be able to answer that many emails in about an hour or two, at the most, even with having to type up a detailed answer with step by step instructions - I do this regularly. But still no answer to that, or the forum posts, or the phone calls....

I also have no idea if this is the proper forum for controllers; I'll let a mod answer or sort that one out, since I know you guys are definitely a bit more active here. ;D