After pulling my hair out for six days, John from Support came to my rescue. (Give him a raise)
I don't require support all that often -- in fact, I could go a year without the need. But when I DO need some help, I would like to know that there is someone there that will respond in a reasonable amount of time. In a perfect world, support would read my mind and contact ME before I even knew there was a problem, but hey, if things were THAT good, there wouldn't be problems at all.
But having to wait two, three, five days and have support tickets disappear from the queue? It is hard not to get frustrated about something like that.
But like I said, John straighten things out for me and I am happy now.