Wow. I'm appalled at your response to your customer's dissatisfaction with your products. Your company has been slipping in the last year. I'm assuming there's some new management on board or something.
And if you guys can't handle the public comments/polls that your customers are making on your "support" forums, then perhaps your only tech support shouldn't be so public? What - are you afraid that our polls and comments are hurting sales. WELL GOOD - it should be.
Your products come so close to being such amazing timesavers. That's why we're so frustrated. Your marketing people sell them so well - and then the reality and the documentation that comes with these products are inferior - and it ends up taking us longer on the site than if we'd hand coded it.
What is the most frustrating is that basic, basic vital pieces of information are left out - and then when our sites don't work we go onto this forum and are told "Oh - that doesn't work that way - or this must be that & so on." The KEY would be to tell the customer in a FAQ or Help doc so that they could decide if the software would work for them. But to find out after we've bought it and are attempting to use it, well, you can see why we're frustrated. But I guess sales are all Web Assist cares about - not product support!