As I noted before, cute editor support staff really need to get their act together on the forum. If you are going to promote your product as the leading text editor in a commercial environment then you should aim to have a leading support forum.

This forum, IMO falls way short.

When you are supporting a developers product, the biggest part of your clientel will be developers who are usually implementing your product for their clients. I should not have to wait up to one week to even get a reply let alone a solution. So just FYI what I've noticed is:

 

1. There seems to be only one support staff answering questions, i.e Adam

2. No disrepect but Adam does not seem to know very much about the technical aspects of the product

3. Issues are not dealt with in a thorough manner, normal process involves (again in my experience)

    a. Ignore the question for as long as possible

    b. Reply with the barest of answers which usually involves asking a non important question

    c. Hold off on answering the reply until the questioner asks for an answer

    d. Supply another answer that has already been tried before and has already failed before

    e. If solution cannot be found then don't bother answering anymore.

 

If you cannot resolve an issue you should just say so, it leaves a much worse impression on the client to ignore them. I supply product support to my clients continually, if I acted in the same manner as the cute editor product support does, I would lose contracts.

 

Not trying to be facisious, Just providing feedback on how I think your support forum measures up in professionalism stakes...