I understand your perspective, but that is not really what I am saying... I was trying to explain to you that Quality, Service, and Price are a balancing act. We are a small company, without public funding, without a government bailout and we put 100% of our profits back into updating the product, creating documentation, and support.
I know it is our burden to make these hard decisions, and I don't want to bore you with the details. I'm not saying pick one. I'm saying we already provide all three using 100% of our resources. If and when customers have issues we can either bolster the engineering so that the products are fixed and work better, bolster the documentation so that the customer can be successful on their own, or bolster the support. Unfortunately when you are using 100% of your resources, adding to one area necessarily means reducing another unless you are able to increase profit.
Of the three options engineering and documentation are usually where companies concentrate. The clear reason is that you fix it once and everybody can take advantage of it. I think Adobe, Microsoft, and in fact most software companies do not have as much dedicated support as WebAssist and in general our support is more thorough and knowledgeable. My personal opinion is that WebAssist should concentrate on engineering and documentation so that support isn't needed. Maybe that opinion came through to clearly in my tone without complete explanation it rubbed you the wrong way.
What is your incident number? It is very rare for a submitted incident to not be answered the same day. Expecially when for something as common as the winfilecache issue. I will look into it further.