I am happy with the products I have purchased through webassist, however I have to agree making it hard to contact help is problematic. Web Assist provides a lot of documentation but you have to jump around from doc to doc to find a simple answer.
I think that this forum is a good idea, I would like to see it used as an addition to support, not a total replacement, I hope that WA isn't doing what most successful e-commerce businesses do--force their users to jump through loops to get to help thus discouraging anyone from even trying.
And the captcha? I had to type into the captcha area 3 times in one hour. If your eyesight isn't great, (you happen to be a bit older than most, :)))
it's a nightmare.