Lynn:

Thanks for your rapid, and detailed, response ... it is much appreciated. As you said, different companies have different models on which they operate their business.

I'm sure you have very solid reasons for not including phone support, however access to a live person (with or without a fee) is very important to me -- and I'm sure many others -- when making a software purchase ... especially when it involves software as complicated as a 3D app. I did not know this was not the case when I purchased Vue. I had just assumed I could call someone if I had a problem. In fact, not being able to do so is extremely UNcommon. Had I known this were the case it very well may have caused me to not purchase Vue. (Must say, so far, I'm glad I did!)

Your company does appear to have many positive attributes (ordering was very pleasant, for example) and I assure you I WANT E-on to succeed. However, a reliance on email-only support is, IMHO, damaging in ways beyond not getting people the level of support they need -- it projects an unprofessional image. Perhaps raising the price a small amount could considerably offset the costs of improved tech support?

In any case, I'm glad you are looking into enhancing support options in the near future : "...support options to fulfill the needs of customers who really require more options for them to successfully use our products." That's great, and I for one call tech support typically only after exhausting knowledge bases and forumns like these for an answer. But, as you said, there are those times when a user needs an immediate answer ... your current options will not support this situation at all. SO again, I'm am extremely happy you are addressing the matter. Best of luck!

Warm Regards,
Tim