I would say that people are are generally very helpful.  It is hard to take a post seriously though from member claiming to be in the biz with 21 posts in 14 years, 6 or 7 of which are in this thread.  I cannot imagine being in this business without being on this forum and IP.  Had you mentioned a number of other companies about poor support, I would be right there with you, but Snap, while not perfect, prides themselves on service and has never let us down.  This is a company whom one of their VPs not only frequents the site but has posted his PERSONAL cell phone number in the past for people to contact him.  Not only will he answer that phone, but will do it all hours of the day and even night.  So like I said, there is more to this story that is not being posted.  If you wish to keep it to yourself, that is certainly your prerogative, but the down side to that is people will be more guarded in helping you find what you are looking for.