I have been around computers and help desks for my whole working career and nobody does it better. The lengths to which they go to identify and correct bugs is amazing, as my "Tales of My MOTU" story illustrates. One user often doesn't matter to a company. Even 2, or 3 as it ended up (with more people using multiple interfaces and getting the same memory access violation), many companies just don't care. My case included a 90 minute remote session with one of the PG techs after which he said "Yep. You found a bug.", after whcih they fixed it in about 6-8 weeks with a patch.

Add in that last year they gave away product to winners of an unannounced contest, one of which was me, and this is the model by which all companies should model their support team.

Many kudos.