Your support policy has changed if I'm not mistaken in that the support through service tickets is now free. True?
I think the support pertaining to standard documented features of your products should be free. However, support that involves creating solutions that are not part of the current spec for a given product should be charged for in many cases.
For example I have a support ticket in process at the moment. It involves my lack of understanding of php sufficient to create master/detail order entry pages that function the way I want. I don't expect that this should automatically be a free support ticket.
Getting this working correctly is absolutely necessary to what I'm trying to accomplish. If I have to pay to get it working so be it.
I don't think it's WA's job to teach me PHP.
I suppose it's human nature for the customer to assume that your products will do everything.
Perhaps a disclaimer stating that coding data-driven web sites is a process that involves a degree of programming and that while WA has done the bulk of it, there is no way that you can anticipate the needs of every developer.
I'd like to see more videos created. That takes time and money and they are outdate and less useful following any major product upgrade so that probably is not a sound solution either.
I have found the attitude of you and your techs to be excellent. I can't ask for anything else.
You asked for opinions and there's mine.