Answering to your original question: support, these days, is something that is expensive for vendors since users are plenty and people capable of answering questions are still just a few. Forums like this one are there as an alternative to traditional customer service. This may work in some cases. It won't work, however, if the owner of a problem assumes that there is a community of people with the same kind of workflow as their own. Being specific helps.
Hint: in my workflow anything that can't be automated and made fully reproducible is a no-go. Products that rely on manual toolset installations will have a really short evaluation period.
